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Jobs at eRetailing Associates

Customer Service Representative - Team Lead

Location: Columbus, OH

Department: Customer Service

Type: Full Time

Min. Experience: Entry Level

eRetailing Associates is a leading ecommerce personalization on demand apparel company. We are looking for a Customer Experience Representative - Team Lead. This position is responsible for assisting our customers in personalizing their products and solve any issues they may have with their products through the daily management of a team of employees. The Customer Service Representative - Team Lead oversees the daily activities of the Customer Service team.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide daily leadership to the department to meet our customer’s expectations.
  • Ensure timely processing of customer orders by managing alert queues and working closely with Support Specialists and Production team members.
  • Provide training and coaching to Customer Service Representatives and Support Specialists as needed.
  • Help resolve customer disputes by using experience and judgment.
  • Manage fraud data and escalate any potential issues in an effort to reduce chargeback dollars.
  • Assist with customer service emails, chats, and clerical duties as needed.

Competencies

  • Communication Proficiency
  • Customer/Client Focus
  • Leadership
  • Organizational Skills
  • Problem Solving/Analysis
  • Technical Capacity

Supervisory Responsibility

This position manages the daily activities of the Customer Service Team.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

 

Position Type and Expected Hours of Work

This is a Full Time position. Hours are Sunday through Thursday 2:00 pm – 10:30 pm.

 

Travel

No travel is expected for this position.

Required Education and Experience

  • Prior Customer Service Experience
  • Computer Experience

 

Preferred Education and Experience

  • Prior Leadership Experience a Plus
  • Experience working in Retail/Fashion Industry a Plus

AAP/EEO Statement

eRetailing Associates, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, eRetailing Associates, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

eRetailing Associates, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of eRetailing Associates LLC’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

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