Customer Service Team Lead

About Us

Oakley Signs & Graphics is the largest online destination for custom real estate signs in the country. We produce and deliver high quality sign products that create value for our customers. Whether it's custom open house signs designed to increase traffic to events or solar lights and reflective signs that give a property enhanced visibility 24/7, we relentlessly innovate to produce unique sign products that produce results. We offer our customers an easy-to-use online sign design interface, the widest selection of products and materials in the market, a best price guarantee, free shipping, a 5-Star Customer Service experience, and the fastest delivery times to every state in the country. Our success is rooted in building teams of qualified people who share our company values, with a dedicated focus on quality and service. Our customer survey scores are ranked at the top among all businesses which is why customers love us.

Job Description

Oakley Signs is looking for a Customer Service Team Lead. The lead will be responsible for overseeing the day-to-day operations of our customer experience team. This individual will manage workflow, provide guidance, and support to customer experience associates, and ensure that customer inquiries and orders are handled promptly and professionally.

Profile

• Manage and support the Customer Experience team in their daily tasks
• Motivate and inspire the team to follow Oakley Signs' guidelines and policies
• Be able to manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
• Drive and maintain efficient workflow and communication at all levels across all channels - email, web, phone, chat
• Provide support on how to resolve or answer client queries, reporting of issues and client complaints, requesting, and managing training
• To inspire the team to put the customer at the heart of everything we do by demonstrating the highest level of Customer Service skills and motivate them to deliver first contact resolution
• Continuously develop personal and the team’s knowledge and understanding of products, services, company procedures/policies and our customers’ expectations
• Motivate the teams and create an environment of overall collaboration and communication within the departments
• Use product knowledge and selection to provide exceptional service and build customer relationships
• Provide quick support to our key real estate franchise partners
• Utilize company resources for product knowledge and have a proactive approach to constant refreshing of the latest product offerings
• Responds timely to email inquiries and facilitate departmental deadlines and goals
• Assist customers by answering phone calls, responding to emails, chats, placing product order and providing shipping status
• Research and respond to customer inquiries via phone, chat, and e-mail
• Review and update customer records on computerized database, Salesforce, and SAP system
• Resolve problems through collaboration with appropriate parties/department heads
• Research timepieces and parts in the SAP
• Assure the highest level of customer satisfaction including timely and adequate follow up process
• Perform due diligence on customer inquiries through oral and written communication
• All other duties assigned by Management

Professional Requirements

• High School Diploma or GED is required
• Must have excellent communication skills both verbal and written
• Must be proficient in Microsoft Office
• Ability to multi-task and work under pressure while maintaining a high level of accuracy and organization
• Must be highly organized with superior follow-up skills
• Must be flexible to work additional hours during peak season
• Must be a dependable and reliable team player
• Must be able to work well in fast-paced environment
• Must be able to work with people of different backgrounds and personalities
• Must have the ability to learn new tasks as needed for upward growth (team and individual!)

Additional Skill Requirements:

• Must be extremely positive demeanor and friendly and easy to talk to
• Some experience working with the general public or call center environment
• Must have a driving team ambition and be goal oriented
• Have the ability to make quick and appropriate decisions that will benefit the company and our customers
• Genuinely likes to learn and values the importance of product knowledge
• Previous experience in a consumer/e-Commerce or Call Center environment a PLUS
• Proven record of dependability and reliability is essential
• Must be a skilled listener – customers will tell you what they want!

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person