Offer summary

Qualifications:

Minimum of 1 year of customer service or retail experience, preferably in a call center., Excellent verbal and written communication skills in English., Strong computer literacy and data entry skills, with the ability to multitask effectively., Proven problem-solving abilities under pressure..

Key responsabilities:

Assist in organizing and directing call center staff to maximize performance.

Handle incoming sales and customer service inquiries, focusing on first-call resolution.

Provide feedback to management on agent interactions and customer satisfaction trends.

Support and maintain departmental standards and assist in leadership responsibilities.

Job description

Description

As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets the Lamps Plus Internet Department requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.

We are looking for a Remote Communications Lead- Flex Role to assist in organizing and directing the staff of our call center. You will serve as a conduit between management and agents in order to maximize performance. Our fully paid training program is conducted via webinar for approximately four to six weeks.

Job Description:

Handles incoming Sales and Customer Service related inquires ranging from potential sales opportunities to assisting customers with order changes, status updates, cancellations, and or returns while focusing on solving any customer problem on the first attempt.
Handles customer concerns with empathy and presents Lampsplus.com in a positive light at all times.
Utilizes salesmanship to maximize sales opportunities and remains focused on meeting sales goals and expectations.
Suggests products to the customer while probing for additional information.
Provides lighting and home décor solutions that are beneficial to the company and attractive to the customer.
Prevents customer returns and ensures customer retention by reasonable negotiations. Provides solutions that are beneficial to the company and attractive to the customer.
Contacts customer via phone when possible to resolve customer inquiries and issues in a timely manner.
Demonstrates self-confidence and a desire to go the extra mile to take care of the customer from A-Z in order to create a positive customer experience every time.
Partners with Management on escalated customer and product issues. Identifying trends on issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms including employee errors on orders, product misrepresentation, etc.
Provides pro-active, consistent follow-up to all customer inquiries, either via phone/email. Responds and replies to every customer email upon receipt.
Documents a complete summary of the customers’ inquiry, actions taken, and expectations set forth on the respective order.
Maintains standards set forth by the company QA program providing the highest quality of service while demonstrating improvements when necessary determined by QA team and management.
Supports and maintains executed strategies to exceed the monthly and annual goals.
Assists in providing leadership, guidance and structure to create and maintain a positive departmental environment.
Assures that agents understand, read and adhere to all company policies and training requirements.
Provides feedback to management on agent interactions to uphold company standards set forth by the quality assurance guidelines, to improve sales and customer service skills.
Assists in building effective teams to properly handle all customer interactions while maintaining abandon rates and hold times set forth by the department standards.
Ensures all agents understand and comply with call center objectives, performance standards and policies.
Tracks agent attendance, performance and reports irregularities to upper management in the absence of the supervisor.
Helps management with approving and staggering agents break and lunch requests to ensure department coverage.
Takes on the responsibilities of department manager or supervisor if the manager or supervisor is absent, on vacation or otherwise off the floor.
Helps support and maintain a strong leadership team amongst department.
Aware of agent status all times through the visual monitoring of Agent Manager and Instant Messaging Tools.
Performs other duties as assigned.

Job Requirements:

Minimum of 1 year of customer service experience or retail background. Call center experience preferred.
Excellent verbal and written communication skills in English. Must be able to articulate details to customers in a professional and calm manner.
Computer literate. Able to navigate through programs and windows.
Excellent typing and data entry skills.
Able to multi-task. I.e. talk on the phone and type notes at the same time.
Effective problem solver under pressure.

Internet Connectivity Guidelines

Must maintain a dedicated business class internet connection.
Cable connection is required and must be high speed business class internet.
If available, request a dynamic modem for cable.
Speeds of at least 15 MBS down/5 MBS up are required.
Cable modem or DSL router must be provided by carrier.
Cable modem must be set up in bridge mode.
DSL router firewall must be disabled.
Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.

Equipment

The Lamps Plus Computer Support team will supply you with the following hardware:

Modem
Wyse terminal (computer)
Monitor
Phone and headset
Other miscellaneous equipment

Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.

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