Temporary Customer Experience Lead

Job Summary We are seeking a qualified, dependable, and energetic temporary Customer Experience Lead (CEL)! The CEL will support our customers, college students and universities across the United States, across a variety of service levels. As part of the Customer Experience Department, which serves as the frontline for troubleshooting and support, the CEL's primary responsibility is to lead a team of dedicated representatives and deliver exceptional customer service by responding to customer inquiries via phone and email regarding product questions or concerns.

The CEL will log issues on customer accounts, assist in coordinating product repairs or replacements, and help oversee a team of 4-6 temporary Customer Experience Representatives. Additional duties include various administrative and operational support tasks.

This is a temporary, full-time position that runs through the end of September.

Responsibilities

• Supervise and support Customer Experience Representative staff
• Prepare operational documents including binders, tags, and rosters
• Coordinate and ship materials or products to field operations staff
• Respond promptly and professionally to customer phone calls and emails
• Identify and resolve customer concerns with a high level of care
• Log customer issues in our service platform and on customer accounts
• Update customer accounts as needed on our website
• Process customer orders and payments (both online and manual entry)
• Prepare shipping information for product deliveries
• Contact customers regarding order updates or issues
• Manage and prioritize high volumes of information and calls
• Perform other duties as assigned

Qualifications

• Proven experience in a supervisory or leadership role within customer service or related fields.
• Excellent communication skills, both verbal and written, with the ability to engage effectively with customers and team members.
• Proficient in analyzing data to make informed decisions that improve service delivery.
• Negotiation skills that facilitate positive outcomes for both customers and the organization.
• A passion for delivering outstanding customer service and a commitment to continuous improvement.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: No less than 40 per week

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person