Customer Service Lead

Blinds.com, based in Houston, Texas, is the largest online seller of blinds.

As the Customer Service Lead, you will assist in leading the customer service team members in the Customer Engagement Center. You will take ownership of inbound customer interactions and provide the right solution in a fashion that makes it surprisingly easy and exciting for each customer. In addition, you will be a point of contact for other service team members, and exhibit outstanding leadership and desire for growth.

* Provide coaching, mentoring, assistance and advice to team members * Monitor customer engagement center floor and call queue, redirecting employees as needed to ensure that service level objectives are met and that required procedures are being followed * Perform opening and closing activities and provide status updates on call activity, urgent issues, etc * Possess an elevated understanding of products and processes * Respond to customer interaction and maintain customer loyalty by providing the right solution to everyone you encounter * Be a first point of contact for service team members for questions and elevated issues to ensure that customer calls can be handled in timely manner * Handle inbound calls as needed to ensure service levels are met * Work with vendors to resolve customer issues * Create raving fans by following best practices * Meet or exceed performance standards as set forth by the company * Make it easy for customers to do business with us * Set goals for yourself and strive to attain them; continuously improve yourself and others around you * Contribute to the company by providing great ideas and feedback * Be a constant ambassador of GCC’s core values and mission statement * Perform other duties as required by Management

* Demonstrate strong leadership abilities * Prior service experience with consistent quality metrics hit and exceeded * Experience in the windows covering industry is a plus, but not required * Excellent Communications skills, both written and oral * Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet * Must adhere to work schedule * Exemplary organizational skills * Ability to perform with minimal supervision