Job description

Purpose of Position:

The eCommerce Customer Service Lead trains and motivates Customer Service Representatives to provide excellent service to customers. They will assist with the collection, analysis, and distribution of data to improve the overall quality of the eCommerce Customer Service team.

Schedule: Sunday through Thursday from 9:30 am to 6:00 pm

Essential Duties and Responsibilities:

· Answer Customer Service Representative questions.

· Guide Customer Service Representatives through difficult calls or situations, diffuse tense situations, and/or handle issues that cannot be fielded by the Customer Service Representatives.

· Assist other management team members in identifying trends and establishing contact center goals.

· Prepare reports and analyze contact center data to improve processes, and ensure resources are properly allocated, and efficiency is maximized.

· Understand company products, services, and policies.

· Authorize replacements or refunds.

· All other duties as assigned.

Qualifications:

· Exceptional customer service and active listening skills.

· Verbal and written communication skills.

· Professional phone management skills. phone voice

· Proficient with computers and the ability to type at least 45 WPM.

· Ability to ask probing questions and diffuse tense situations.

· Strong time management skills.

· Adaptability and accountability

· Strong leadership abilities.

Education/Experience:

• High School Diploma or Equivalent.
• At least two years of experience as a Call Center Representative.
• Experience in de-escalation and resolution.

Supervisory Responsibilities:

· Lead team meetings.

· Educate and coach Customer Service Representatives regarding best practices.

· Ensure team members are meeting KPIs and take corrective action as needed.

Work Environment/Physical Demands:

The work environment characteristics and physical demands described are representatives of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position is considered sedentary and involves sitting most of the time, but may involve walking or standing for brief periods of time.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, use hands and fingers to operate a computer and telephone, and stoop/kneel to handle computer equipment.
• The employee may be required to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

· Specific vision abilities required by this job include near acuity at 20 inches or less due to computer work.

· While performing the duties of this job, the employee will experience a moderate noise level (i.e. business office with computers, phones, printers, and light traffic).

· Regular attendance is required to perform the duties of this job.

Travel Requirements:

This position does not require travel.

Sportsman’s Warehouse is an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Salt Lake City, UT 84104: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you ever worked at Sportsman's Warehouse? If yes, what location and year?
• Have you ever been convicted of a crime, misdemeanor, or felony excluding minor traffic violations?
• Are you able to legally purchase a firearm in the state of Utah if desired?
• Do you use any federally illegal substances including marijuana?

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer service: 2 years (Preferred)

Work Location: In person

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