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Job: Customer Service Lead – Velotech, Inc – FILLED

Posted by on April 8th, 2014 at 9:01 am

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Job Title
Customer Service Lead

Velotech, Inc

Job Description
Customer Service Lead

Velotech’s Customer Service department is looking for a CS Lead to take our sales to the next level. Usually, that’s just something people write in job ads, but in this case, we’re serious. We’re ready to make Zappos look like the DMV, and we need someone special to make it happen.

Key Responsibilities:
● Oversee all customer interactions (phone, email, social)
● Provide phone, email and in-store customer service that leads by example
● Be a consistent voice for the customer in all company discussions, from software development to operations
● Continually develop and enforce consistent CS policies and procedures
● Develop a strong understanding of all systems and customer management tools used by Velotech and a willingness to train others
● Manage schedules and staffing of CS agents
● Manage call center phone systems and email support
● Generate performance reports and recommend improvements
● Consult with the Director of Sales & Marketing and additional departments to continually improve customer experience
● Think creatively to solve problems, streamline processes and add value for customers
● Maintain strong awareness of e-commerce customer service standards and continually recommend improvements

The CS Lead must also be able to perform these core CS functions:
● Answer product questions & assist with the order process
● Demonstrate excellent communication and organizational skills
● Analyze customer questions, troubleshoot, and provide clear answers in an efficient and professional manner
● Demonstrate knowledge of cycling products and the ability to help customers of all levels of experience
● Comfortably navigate a sophisticated order processing system
● Work with Marketing to assist with customer-facing content, including site maintenance, product images and descriptions
● Coordinate with Returns to assist customers with returns and exchanges
● Assist walk-in customers with product questions and purchases
● Retrieve products from the warehouse to assist walk-in customers
● Increase sales by genuinely helping customers learn about additional/alternative product options

The position requires a minimum of two years experience in a sales or customer service role, demonstrated computer skills and a solid knowledge of cycling. Previous mechanical and additional experience in the cycling industry is a strong plus.

How to Apply
To apply please send your resume and cover letter to Jobs@velotech.com

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