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Customer Experience Lead Rep Supervisor

Company

Patagonia, Inc
Address , Remote
Employment type FULL_TIME
Salary $29.50 - $36.50 an hour
Expires 2023-07-23
Posted at 11 months ago
Job Description
Job Title: Customer Experience Lead Rep Supervisor
Reports to: Order Management Team Manager
Location: Remote Reno Supported (Remote only in approved states: AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)

Applications will be accepted until 5/31/2023. Due to volume, the posting may get extended or expire early.
Compensation
Pay range: $29.50 - $44.25
Hiring range: $29.50 - $36.50
At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.
General Summary
The Customer Experience Lead Rep Supervisor is a proven leader who will inspire and develop a team of Lead Reps within the CX department. This team facilitates exceptional customer service by providing live support to frontline CX Reps, assisting CX Supervisors with their business unit groups and with the transfer queue, and by performing outreach to customers who offer negative feedback. The CX Lead Rep Supervisor will develop this team toward excellence, leverage its insights for the benefit of the CX department, refine its reporting, improve its internal workflows and tools, and oversee training, performance, and payroll.
What You’ll Do
  • Communicate and collaborate with CX and OMT leaders to achieve optimal service levels for both customer-facing services as well as internal CX support systems.
  • Monitor and evaluate performance, train, and coach CX Lead Reps to hit metric goals and provide quality support to CX Reps.
  • Process payroll and support the Workforce Management team with schedule management.
  • Fulfill customer service and leadership needs from a remote work environment, while maintaining a high level of performance and communication with supervisory and operational teams.
  • Design, oversee, and implement hiring plans as needed throughout the year.
  • Develop and manage an internal infrastructure with systems, programs, reporting, and business updates for a well-ordered operation and exceptional customer experience.
  • Provide timely updates, regular group meetings, and 1:1 check-ins to your team and direct reports.
  • Work with People & Culture and Benefits to support team members.
  • Take assigned transfer queue shifts and help the department with escalated contacts.
  • Assist the CX leadership team with projects, workflows, and policy and procedure as needed.
  • Model Patagonia’s core values, exemplify company culture, and instill best practices throughout CX, and especially within the Lead Rep team.
  • Build, refine, and deliver onboarding training for new hires and ongoing training for everyone on your team.
Who You Are
  • Organized and able to successfully manage multiple competing priorities simultaneously.
  • Skilled at dealing with ambiguity and demonstrated flexibility in a changing work environment.
  • Proactive, positive, self-starter, and team player who is eager to innovate and improve CX operations.
  • Flexible to work during all operating hours and present during peak periods.
  • Proven leader with the ability to motivate others to deliver exceptional customer experiences through support, coaching, and development.
  • Passionate about Patagonia’s core sports, social justice, and committed to saving our home planet.
  • Strong communication—verbal, written, and visual—with a wide variety of people; clear, concise, diplomatic, and empathetic.
  • A subject matter expert who thinks critically and seeks context and data when solving unfamiliar problems.
Experience You Bring
  • Experience with rolling out new initiatives and with change management.
  • 6+ months of contact center experience required.
  • Salesforce, Office 365, and D365 experience preferred.
  • Strong verbal and written communication skills.
  • Proven ability to drive amazing customer experiences and results through coaching, training, team development, and motivation of others to achieve performance metrics.
  • 2+ years of business operations experience preferred.
  • French and/or Spanish speaking/reading/writing preferred.
  • 1+ years of leadership experience required.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • 2+ years of customer service experience required.
Hours of Operation
  • Extended hours occur during holidays and peak season; after-hours support occasionally required.
  • Saturday, Sunday, 6:45am to 3:00pm PST, one shift.
  • Monday through Friday, 5:45am to 6:00pm PST, various shifts.
Schedule Expectations
  • Please note: you may not have control over which shift you are assigned. You will either consistently open or consistently close.
  • Must be available to work weekdays between 5:45am – 6:30pm PST.
  • Must be available to work one weekend day between 7:00am – 3:00pm PST. Selected weekend day will be based on business needs.
Busy Weeks/Seasons
  • November Sale
  • Other busy periods are possible and are dependent on changing marketing plans.
  • Holiday Peak
  • Post-Holiday Rush
  • Cyber Monday
  • August Sale
  • February Sale
Physical Requirements
  • Quiet workspace in the home that allows for focused work and meets PCI compliance needs.
  • Ability to remain stationary and operate a computer and keyboard for an extended period of time.
  • Minimum bandwidth requirement of 10MB.
  • Ability to travel domestically (less than 10% of year).
  • Ability to maintain a composed and professional demeanor within a flexible and busy work environment.
Benefits
Patagonia provides employees with a robust benefits package (unique to each role) that may include environmental internships, free health insurance, paid vacation, paid holidays, an alternative commute reimbursement program, leaves of absence, employee discounts, complimentary product, 401k match and much more.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.