Customer Service Lead
OtterBox 41 reviews - Fort Collins, CO

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The Basics: The customer service team provides the highest quality of customer care to OtterBox fanatics everywhere by fielding an incredible volume of phone calls and emails while maintaining passion for our product and our customer. The customer service lead will support the customer service function by providing guidance and assistance to the representatives. This Otter will lead by example through their strong work ethic and keen product knowledge. They will assist in managing, coordinating and directing the daily operations of the CS team. The ideal Otter will possess the ability to understand customer needs, creative problem solving skills and effective coaching of direct reports. Are you Otter enough?

What You’ll Do (but not limited to):
• Mentor, answer questions, conduct training and provide feedback to the customer service representatives
• Effectively handle and diffuse customer service escalations
• Implements policy and procedures to increase the level of service to our customers
• Analyze performance reporting and explore ways to improve
• Participate on process improvement initiatives
• Directly assist OtterBox customers including answering calls and emails during peak hours
• Conduct call monitoring and provide coaching and support to reps
• Hold regular feedback sessions with CSR’s
• Monitor workload to ensure performance metrics are being met or exceeded
• Aid in the development of associates
• Create partnerships with customers and co-workers
• Proactively identify issues and work toward finding a creative solution
• Anticipate, document complex or extraordinary issues and brainstorm solutions
• Make and execute good business decisions
• Additional projects and responsibilities as assigned
• Support, coach and encourage team

What You’re Made of: Build effective teams, communication skills, decision quality, directing others, managerial courage, motivate others, organizing and planning

What You Need (but not limited to):
• Minimum 2 years working in the customer service field
• Demonstrated ability to provide constructive feedback and work toward increasing employee performance
• Advanced understanding of customer service methodologies and ability to resolve customer conflicts
• Accepts and fosters change
• Excellent written and verbal communication skills
• Some management experience preferred
• Ability to work under minimal supervision
• Ability to connect with others in a way that is meaningful in order to develop and maintain long term relationships
• Ability to maintain confidentiality
• Advanced spelling, punctuation, grammar, and mathematics skills

About this company
41 reviews
Otter Products' products keep your precious electronic devices safe and dry. The company, which goes by OtterBox, makes about 170...