Customer Service Lead

About Us:

Our company is dedicated to delivering top-tier work for our clients while fostering a dynamic and enjoyable workplace for our team. We offer an array of benefits, including company-sponsored medical, dental, and vision insurance, eligibility for a 100% company-funded pension plan after one year of employment, PTO, paid holidays, free Friday lunches, engaging company events, and competitive salaries. Join our team and thrive with us as we excel in our industry.

Job Description:

We are in search of a dedicated and proactive Customer Service Supervisor to lead our Customer Service department. The ideal candidate will exhibit strong leadership qualities, meticulous attention to detail, a positive attitude, and a deep commitment to prioritizing customer satisfaction. If you are results-driven, possess excellent communication skills, and thrive in a fast-paced environment, we want to hear from you.

General Duties and Responsibilities:

• Supervise day-to-day operations in the Customer Service department.
• Monitor department-level KPIs to assess processing department efficiency.
• Recruit and train new Customer Service representatives.
• Provide leadership, guidance, and mentorship to the Customer Service team, emphasizing customer satisfaction, professional development, teamwork, and expertise.
• Handle Customer Service escalations.
• Manage phone calls, emails, live chats, and SMS messages for both B2C (Business to Consumer) and B2B (Wholesale) customers across all sub-companies.
• Process phone orders for various customer types.
• Respond to customer inquiries on marketplace platforms such as Amazon, Etsy, Walmart, and Overstock.
• Facilitate customer warranty claims when required.
• Maintain detailed Customer Service notes for each interaction.
• Engage with customer reviews and questions on platforms like Yotpo, Yelp, Facebook, and Google.
• Assist with showroom walk-ins.
• Maintain a clean and organized workspace.
• Adhere to company policies, procedures, and ethical standards.

Job Requirements/Qualifications:

• High School Graduate/Diploma.
• Exceptional organizational and analytical skills with acute attention to detail.
• Self-motivated, results-oriented, and driven to succeed.
• Proficiency in spoken and written English.
• Effective time management and prioritization abilities.
• Experience with Microsoft Office (Word/Excel) or Google Drive is a plus but not required.

How to Apply:

If you meet the qualifications and are excited about this opportunity, we encourage you to apply by submitting your resume and a cover letter outlining your relevant experience and explaining why you would be an excellent fit for this role.

Join us at our confidential jewelry company, where quality, teamwork, and customer satisfaction are at the core of what we do.

Job Types: Full-time, Part-time

Pay: $19.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 3 years (Preferred)

Ability to Relocate:

• Long Beach, CA: Relocate before starting work (Required)

Work Location: In person