Customer Service Team Leader

Company: Books A Million, Inc.
Location: Florence
Posted on: March 17, 2023

Job Description:

Job Description: Under the direction of the Sr. Manager of Customer Service, the Team Leader is responsible for all duties and responsibilities related to internal & external customer satisfaction at all levels. The schedule is Tues-Sat 10:30 AM to 7:00 PM (1:30 PM to 9:00 PM from Nov 19 th thru Jan.6 th . The Team Leader acts as a role model and operates by Books-A-Million (BAM) policies, procedures, workflows, and performance standards.Roles and Responsibilities

• Confer with internal & external customers using all communication channels; telephone 30%, chat 20%, email 30%, Facebook & Twitter 10%, and escalations 10%.
• Acts as a primary point of contact for escalations with Dotcom, Second and Charles, and Customer & Store Operations. Monitors systems and workflow to maintain department efficiency and follows the point of contact.
• Responsible for continuous coaching, training, and developing new and tenured CSRs.
• Audits the CSR communication channels for quality assurance purposes.
• Seeks growth through training opportunities for self and team members.
• Collaborates with peers & manager in writing the standard operating procedures for training manuals.
  • Establishes work tasks and allocates tasks as volume warrants.
    • Compiles weekly, monthly, and quarterly reports to monitor productivity.
    • Supervises the ordering of supplies, gift cards, and restock notifications.
    • Recognizes team members regularly.
    • Ensures team is cross-trained universally to maintain adequate coverage on all channels.
    • Maintains flexibility with schedule to ensure leadership coverage as necessary.
    • Responsible for following all safety rules, regulations, and guidelines.Performs other duties as assigned.Qualifications and Education Requirements
      • High school diploma or equivalent GED required.
        • Demonstrated expertise with call center applications.
        • Ability to work flexible hours and weekends as needed for appropriate coverage.
        • Good understanding of customer service skills, process improvement, team management, strong decision-making skills, analytical skills, staffing & planning.Skills
          • Proficient PC skills with Microsoft Office.
            • Ability to work independently or in a collaborative atmosphere
            • Self-manages time to meet deadlines and knows when to delegate
              • Proficient with verbal and written communication
              • Customer, team-focused and proven capabilities to lead
              • Has the ability and knowledge to hold self and team accountable for performance.Physical and Environmental Requirements
                • Must be able to sit at a desk using a computer for extended periods.
                • Must be able to lift objects up to 25 pounds, with or without assistance.
                • Must be able to communicate using speech, sight, and sound with or without an assistive device.Must be able to walk up and down two flights of stairs daily.

Keywords: Books A Million, Inc., Huntsville , Customer Service Team Leader, Hospitality & Tourism , Florence, Alabama