Customer Service Lead, Luxury Stores Customer Service

Customer Service Luxury Lead - Workflow And Process Management

The Customer Service Luxury Lead has mastered essential Customer Service Lead functions and is dedicated to providing superior world-class service while ensuring the effective management of workflow and processes. This individual will join a team of four Lead Associates and oversee 12 CSAs, facilitating the daily coordination of process and workflow management. The CS Lead will report to the Luxury Stores Manager, providing feedback on observations and trends. They will also serve as a key contact for escalated customer issues, assisting with training and ensuring adherence to Service Level Agreements (SLAs).

Key Job Responsibilities

• Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.
• Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
• Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
• Escalate and document progress and operational roadblocks to management.
• Monitor real time adherence reporting to ensure service metrics are met.
• Act as a Subject Matter Expert (SME) for company policies and processes.
• Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.

A Day In The Life

Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.

Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.

Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.

Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction.

Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.

Assist with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team.

Distribute and manage special project workflows, collaborating with Customer Service Associates (CSA).

Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.

Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.

Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods.