Overview
The Customer Solutions Lead position manages the daily workload of the Contact Center while allocating proper resources to each channel of retail. In partnership with the Managers and Supervisors, this position is responsible for keeping a laser-like focus on ensuring every customer receives astonishing customer service through selling complete solutions. They will also focus on assisting the team with problem-solving to resolve all situations to best accommodate the customer and the company. This position is full-time, hourly, non-exempt position.
What We Stand For
Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.
Responsibilities
- Allocates resources on the daily schedule to maintain expectations for occupancy, abandoned rate, hold times and other projects as needed
- Serves as the first-tier customer advocate during escalated phone calls, partner with Supervisor/Manager when necessary to evaluate the customer’s needs and educate the team as to how to best fulfill those needs
- Communicates consistency to share relevant business information with the team while using all available resources
- Motivates and inspires enthusiastic and productive behavior, with the goal of providing exceptional service to our customers and meeting or exceeding company goals and objectives
- Thinks creatively about resolutions to accomplish the just-right solution for the customer and the company
- Provides feedback to the leadership team with any department schedule concerns or suggestions
- Stays current on departmental sales goals and is accountable for reaching those goals
- Consistently arrives promptly to work the assigned schedule
- Responsible for maintaining discretion related to all confidential/sensitive company and customer information
- Performs other requested tasks and duties
Qualifications
- Six (6) months minimum experience in Contact Center operations; retail experience a plus
- Based in Dallas/Ft. Worth area
- Strong computer skills: proficiency in Outlook, Word and knowledge of Excel
- Ability to be a process/procedure expert
- Ability to work in a constant state of alertness and a safe manner
- Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs
- Knowledge of industry business and passion for following trends in the industry
- Ability to communicate clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organization
- Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week
- Flexible, with a positive attitude and passion for knowledge
- Strong time management and organizational skills with the ability to successfully manage multiple projects at once
- Possesses focused attention to detail while working quickly and accurately under pressure
- Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information
- Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing
