Customer Service Lead

| Austin

CUSTOMER SERVICE WEEKEND LEAD – DISTRIBUTION CENTER – AUSTIN, TX
About Kendra Scott:
We are a fun, talented, and driven team dedicated to providing our customers with gorgeous products and a “WOW” experience. Family, fashion, and philanthropy are at the core of our company. We move at a very fast pace, and at the same time we are committed to maintaining a family-oriented work environment and giving back to our community. A passion for great design, dedication to innovation and a strong social media presence are our building blocks for creating a unique and engaging lifestyle brand across all channels, including retail stores, wholesale accounts, and e-commerce. Our headquarters are located in the heart of Austin, Texas, and we embrace the unique vibe and energy of our hometown as an inspiration for our brand and company culture.
Position Overview:
We have an exciting career opportunity to be the voice of Kendra Scott by providing WOW customer service and representing the brand at all times. Reporting to our Customer Service Manager, our Customer Service Lead will lead and motivate our team of Customer Service Specialists and Floor Assistants, keeping customer experience top of mind.
Responsibilities:
• Serve as supervisor on duty to ensure that all individual and team responsibilities and expectations are being met.
• Assist specialists, floor assistants, and cross functional teams with questions and issue resolution.
• Lead team in technical system knowledge; coaching and training as necessary
• Maintain Customer Service continuing education schedule and topics; present some topics to the team and/or oversee presentation
• Report trends/escalations/concerns to manager.
• Oversee team activity, ensuring that customer calls/emails/chats are promptly answered and responded to effectively and with Kendra Scott Family spirit.
• Follow up swiftly on any unresolved customer issues and ensure customer satisfaction.
• Assist with customer escalations, focused on providing a WOW experience to all customers
• Make thoughtful, smart, creative decisions on the fly with Kendra Scott values at top of mind to ensure customer satisfaction.
• Constantly seeking areas for improvement in departmental processes and procedures.
• Help train and support other team members.
• Communicate customer feedback and suggestions with appropriate teams in order to enhance our customer experience in stores and on website.
• Promote an elevated customer experience by providing feedback, coaching, call monitoring and training through consistent one-on-one coaching/meetings with direct reports.
• Manage multiple projects and tasks while maintaining daily operational standards.
• Manage and maintain departmental schedule with leadership team to ensure appropriate coverage.
• Maintain Quality Assurance expectations by reviewing and evaluating contacts, conducting individual coaching sessions, analyzing reports and reacting to trends.
• Actively manage all aspects of performance and workflow including establishment of objectives, merit process, salary reviews, professional development, progressive discipline and attendance/adherence standards.
• Create and maintain a working environment that inspires and encourages growth and development.
Our Ideal Candidate will have:
• At least 1 year in a leadership or supervisory role; managing all aspects (including but not limited to) discipline, scheduling, training, coaching, on/off boarding of a team of 5+ members
• 3-5 years of retail (or other customer facing position) and/or customer service experience
• Outstanding communication skills, both written and verbal
• Ability to multi-task effectively and efficiently
• Very strong organizational skills with a big emphasis on follow through
• Excellent data entry skills, with ability to learn multiple computer systems rapidly and use multiple computer systems simultaneously.
• Desire to look for continuous improvement in customer service experience and processes
• A positive attitude in all situations
• Ability to navigate and lead through change
• Passion for the Kendra Scott brand and its core values: Family, Fashion, Philanthropy
• A proven track record of reliable attendance
• Weekend, evening, and holiday shifts are required
• Weekend Shift: Thursday – Sunday 8AM-6PM

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • SCSSLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Salesforce Commerce CloudFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • TableuAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • ListrakEmail

Location

Our Home Office is located in the heart of Austin, with easy access to MoPac, downtown and North Austin neighborhoods.

An Insider's view of Kendra Scott

What’s the vibe like in the office?

Our Home Office vibe is exactly how it sounds- it feels like home. It's exciting because you never know what daily surprises are in store-Kendra could be walking around in a unicorn costume giving everyone hugs or our Fun Committee may be hosting a happy hour in the cafe to relieve the stress of a busy week. This place is truly one of a kind!

JJ

Store Technology Analyst

What projects are you most excited about?

Our goal at Kendra Scott is to keep the shopping experience personal. I am most excited about how we are working to achieve that goal digitally. From personalized content on our website to targeted email campaigns, our focus for 2018 is on making every customer’s experience with Kendra Scott relevant and personal.

Kirsten

eCommerce Merchandising & Email Marketing Manager

How has your career grown since starting at the company?

In 2.5 years, I’ve been fortunate to experience our brand in 3 different cities. After 2 years in Memphis & Nashville as a Community Relations & Events Manager, I moved to Austin to take on a new role of Talent Acquisition Specialist. I’m thankful for a company that is committed to internal growth and sees development potential in every employee.

Laura

Talent Acquisition Specialist

How do you empower your team to be more creative?

With a business that’s growing as rapidly as ours, technology is so important in bringing an amazing Kendra Scott experience to our customers. Our IT team acts as a direct pipeline that connects them to our brand. I constantly challenge my team to continue to innovate the way we bring Family, Fashion, and Philanthropy to our customers.

Kendra

Founder and CEO

What projects are you most excited about?

All of them! I just finished a new warehouse management system implementation and we have a roadmap full of system investments slated for 2018, all of which are critical to fuel our continued success! I love that I get exposure to ALL systems at Kendra Scott, including ERP, POS, WMS, & E-comm- experience I'd be hard pressed to gain anywhere else!

Gale

Program Director

What are Kendra Scott Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking

Additional Perks + Benefits

At Kendra Scott we believe in treating our employees like family, and supporting those with families of their own. We proudly support work-life balance through our unique culture and perks. Our robust benefits package includes 100% paid parental leave and matched 401K, while our workspaces are personally designed by Kendra to inspire creativity and collaboration – a home away from home. With a complimentary nail bar, on-site gym, juice bar and kids’ game room, our workspaces put our Family pillar into action. Our work culture promotes healthy living, flexibility to raise a family, and inspiring relationships.

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