Customer Service Lead, Direct to Consumer

Who We Are:
At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line. Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation. Our brand values help bond us together and drive our success: ·       Runner First  We act in the best interest of the runner ·       Word is Bond We do what we say we’ll do ·       Champion Heart  We give our all in everything we do   ·       There is no “I” in RunWe stay generous with our humanity ·       Keep MovingWe find ways to move every day, because joy is kinetic! We welcome everyone from every walk of life looking to inspire others through the power of movement — because we’re all moving towards something. Let’s run there.   
Your Job:
The Runner Experience (REx) Team is the Brooks service organization and is second to none. As a member of the REx Team, you will be obsessed with creating connections with runners and ensuring that all our customers -internal and external, business and consumer - have what they need to run their path to a better self. The Runner Experience Lead supports a team of Specialists in all aspects of their work.  You model exemplary customer service by responding to overflow queues and handling escalated customer inquiries.  In this role, you proactively monitor inbound queue volumes and ensure daily staffing needs are met.  You deliver training and provide individual coaching and professional support to Specialists to ensure the team delivers superior customer service. 

Your Responsibilities:

• Maintain consumer team focus on the department vision and mission statements
• Participate in driving a culture of service, inspiring others to find joy in helping runners select the best gear for their purchase
• Work with Direct to Runner Manager and Supervisor to ensure team metrics are being met
• Handle difficult situations with a positive outlook and runner first mindset
• Partner with Training team to train new employees and further develop current team members
• Participate in the hiring process during REx Specialist recruitment
• Support Consumer team in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers when volume requires
• Ensure daily staffing needs are met
• Daily monitoring of calls, chats, and email queues to ensure quality and overall queue management
• Monitors on-time arrival of customer service reps and accurate time and attendance reporting
• Assist with process documentation initiatives
• Assess daily omni-channel contact trends/volumes to ensure highest levels of service are being delivered to runners via chat, email, mail, social media text & phone
• Serve as subject matter expert on product & systems to act as a go to resource for a team of specialists serving retail and ecommerce consumers accessing the brand via multiple points of purchase
• Field escalated inquiries requiring advanced solution finding and decision-making authority
• Provide coaching and mentorship to the team members to build their skill sets and develop opportunities for them to grow their career
• Conduct bi-weekly individual meetings with direct reports to discuss performance, metrics, & workload to identify opportunities and strategies to improve quantity and quality of the work
• Conduct team meetings to disseminate information regarding process updates, performance trends, new product launches, and best practices
• Listen to calls and provide step-by-step feedback to Specialists about the quality of the interaction
• Participate in cross-functional team meetings to ensure bi-directional feedback loops between the team and the rest of the organization
• Collect, write, disseminate information about Standard Operating Procedures (SOPs), business initiatives/changes to and from the team
• Participate in planning and conducting individual & group trainings
• Other duties as assigned

Qualifications:

• Associate degree in related field; may be substituted with equivalent, relevant experience; bachelor’s degree a plus
• 2+ years customer service experience required demonstrating the ability to handle escalated situations well
• 1+ years leading a team or managing direct reports a plus
• Demonstrated leadership skills
• Strong interpersonal skills and the ability to deal with adverse situations positively.
• Can work in a high-paced environment and stay positive
• Intermediate to advanced computer proficiency:  Word, Excel, Outlook
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