Customer Service Lead (USSI)
Oakley - Foothill Ranch, CA

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Job Overview


The person in this position will be expected to be a subject matter, problem solving expert while serving as a coach and mentor for other Customer Service Representatives in the USSI department. The Lead is expected to model appropriate behavior/skills during all interactions and will be a vital communication link between the department Supervisor and our CSRs. The USSI Lead is always visible and available to his/her peers. Using his/her comprehensive and advanced knowledge, the Lead answers other CSR's questions and works with the representatives to jointly solve problems for our customers. The USSI Lead will also be a liaison between the USSI Business Analyst and Web Visual Merchandiser to trouble shoot and identify issues on the admin site.

Essential Functions and Basic Duties


Work with CSRs to provide customers with consistent, accurate answers and responsive, efficient solutions to problems

Accept and respond to escalated calls or emails within a timely manner

Monitor department contact metrics to ensure customer calls and emails are addressed in a timely, efficient manner

Make every contact with CSRs a learning opportunity

Create a sense of urgency for CSRs, especially during busy periods, making calls in queue a priority

Foster an environment where CSRs are empowered to resolve problems and to take ownership for follow-through

Immediately report systems issues to USSI Business Analyst, Web Visual Merchandiser, Supervisor & Manager

Pass good ideas and exemplary problem solutions from CSRs to their Supervisor

Evaluate and develop skill level of all CSRs by conducting regular contact observations and peer coaching

Participate or lead ad hoc projects & assignments as needed

Organize workflow within the department or work group

Essential Job Requirements

Prior experience in Consumer Services at Oakley

Must have experience in RX Service at Oakley

Comprehensive knowledge of Oakley's policies and procedures

Thorough knowledge of Oakley products

Able to organize and manage day with minimal supervision

Understands how to be a Liaison with other departments throughout business including USSI, Warranty, Operations, Shipping, RX Lab etc to expedite or special handle customer orders

Excellent verbal/written communication skills

Detailed-oriented, organized self starter that can prioritize and handle multiple tasks, following up to completion

Enjoys working in a diverse team with high levels of personal and team accountability


Performance Expectations


Behaviors and Attitudes

Model expectations of punctuality and attendance by being on-time to meetings and for daily work schedule

Display appropriate and consistent treatment of all employees

Exhibit calm behaviors under stress

Perform as a team player in reaching team goals and departmental objectives

Build positive relationships within the department, encouraging employee involvement and teamwork.

Performance Standards and Goals

Learns quickly and retains information provided by Supervisor or others

Demonstrates leadership in change management; deals with ambiguity and serves as a change agent in making recommendations for improvements to business rules, process and procedures.

Reports trends in systems issues, customer concerns and team effectiveness to Supervisor in a timely manner, with the objective of getting a quick solution to the problem

Reduce customer complaints due to training of CSRs to provide consistent and accurate answers to questions, as well as responsive and efficient solutions to problems

Reduce escalated calls due to the Lead's effectiveness in turning escalated calls into learning experiences for CSRs

Ability to multi-task and manage multiple priorities in a fast-paced environment

Additional duties as assigned

About this company
102 reviews
Oakley sells so many sunglasses, it goggles the mind. The company makes and sells performance sunglasses and ski goggles for sports and...