Bootbarn, Inc. Wichita , KS 67251
Posted 1 week ago
CUSTOMER EXPERIENCE REPRESENTATIVE LEAD
REPORTS TO: ASSISTANT CUSTOMER EXPERIENCE MANAGER
STATUS: NON-EXEMPT
Summary
Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another's achievements, and most importantly support each other.
At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves "Partners." With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community.
Our vision is to offer everyone a piece of the American spirit - one handshake at a time.
The CER Lead is the first point of contact for partners regarding escalated issues and for resolution. They are an active promoter of Boot Barns Core Values, enthusiastic, and dependable. This role will also be responsible for taking calls during peak season periods in addition to covering ACD and/or assisting with special projects. A Lead CER creates and maintains a high-quality work environment, so team members are motivated to perform at their highest level. The ideal candidate represents Boot Barn and the Customer Experience team by remaining positive, professional, and providing spectacular quality service to all customers.
Essential Duties and Responsibilities
Acts as first level escalation point for internal helpdesk calls and external customer calls.
Mentors' new hires and encourages the development of CER's.
Assists CER's with procedural and product related questions.
Monitors and responds to social media posts and messages
Researches and responds to customer inquiries
Monitors interdepartmental communications and follows up as needed
Monitors third party retail marketplaces and responds to customer inquiries
Assists supervisors with daily operations of the call center
Directs CER's and communicates phone coverage needs by ensuring CER's are available and adhering to their assigned schedules.
Collaborates with the training department in areas of need and ensures team members are provided with the training tools needed to do their job proficiently
Monitors orders needing customer follow-up and delegates call backs as needed
Partners with the CSR Supervisor to ensuring sufficient staffing for incoming calls by managing representatives break schedules
Monitor employees' performance and rely any areas of opportunity to the training department. -
Providing support and direction to employees so that calls are answered in a timely, efficient, and knowledgeable manner
Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management
Demonstrates high level of quality work, attendance and appearance
Adheres to all Company Policies & Procedures and Safety Regulations
Adheres to local, state and federal laws
Performs any other duties that may be assigned by management
Understands and complies with all company rules and regulations
Bootbarn, Inc.