Research and Support Lead

Location: Knoxville, Tennessee US

Notice

This position is no longer open.

Job Number: 9311

Position Title: Ld Cust Serv Support/Research

External Description:

Basic Purpose:

This position is responsible for leading a team of Support Service/Fraud Specialists ensuring a consistently high level of quality customer service on all types of interaction including Stores, Email/Chat, Customer Satisfaction Surveys, Credit, Customer Service, and incoming calls and correspondence. This position provides assistance to all specialists on all routine and complex inquiries or comments that require resolution or research with verbal or written follow-up communication to customer. Identify customer concerns and offer timely, positive resolutions within Talbots customer service guidelines and standards

Principal Accountabilities:

  • Represent the company in a professional and enthusiastic manner by providing an exceptional level of customer service research, supporting our mantra and adhering to our core values in all functions of their job.
  • Through calls, correspondence and observation provide performance feedback and/or ad hoc coaching to Support Specialists on specific developmental needs when immediately identified. Offer input/opportunities on monthly performance as well as reviewing/coaching weekly Customer Satisfaction Survey comments.
  • Monitor activities of the Support Specialists and respond appropriately to meet work and call volume guidelines. Provide support by accepting customer calls, emails and chat or by providing customer service floor coverage when call volume demands.
  • Deliver training to support the changing business needs
  • Work closely with omni-channel areas to collect information and solve problems that may be unstructured and require use of conceptual thinking skills.
  • Provide guidance and direction to all Sales and Service Associates with sufficient detail to accommodate their response back to the customer.
  • Assist store management with customer inquiries. Provide guidance and direction on handling specific customer issues to ensure consistent levels of customer service are provided throughout the Talbots organization.
  • Remain current on all Customer Service, Credit, Procedural Enhancements and Internet/Social Media platforms.
  • Act with integrity, transparency, candor and respect when dealing with customers. Effectively listens and explores her needs to determine what services meet her needs.
  • Complete any assigned miscellaneous and/or specialized duties and tasks required to ensure on-going customer satisfaction and achievement of center performance goals.
  • Complete and distribute End of Day Report to the management team each day before end of shift

 

Knowledge / Experience / Education:

Knowledge and experience in a customer service contact center at a level normally acquired through the completion of Two (2) years of college and four (4) years experience within the service industry. Experience with personal computers a must. Strong time management, organizational, verbal and written communication skills.

City:

State:

Community / Marketing Title: Research and Support Lead

Company Profile:

Talbots is a leading omni-channel specialty retailer of women's clothing, shoes and accessories. Established in 1947, the company is known for modern classic style that's both timeless and timely, fine quality craftsmanship and gracious service. At Talbots relationships are the key to our business, we hire individuals who bring new ideas to the table, understand smart risk taking and  can enhance an already thriving culture.  With a commitment to offer modern classic style for every body type, through a  full range of sizes, inclusive to every woman in your life.

EEO Employer Verbiage:

Talbots is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to race, sex, national origin, color, age, disability, veteran status, pregnancy, sexual orientation, religion, or any other category protected by applicable law. Talbots is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process please contact recruiting@talbots.com. Talbots will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business.

PositionType_Description: Full Time

Location_formattedLocationLong: Knoxville, Tennessee US

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