Customer Experience Group Lead
| Company | The Farmer’s Dog |
|---|---|
| Location | Nashville, TN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- More than a year of experience leading customer service teams in DTC organizations
- Strong emotional intelligence and ability to think in a customer-first manner
- Proven command of different platforms and customer experience tools
- Proficient in Excel and Google Sheets
- Infectious positive demeanor
Responsibilities
- Provide real-time and structured feedback to group
- Identify recurring mentor opportunities and build impactful and pointed 1:1s around them
- Report trends in knowledge gaps to allow Training to address systematically
- Ability and willingness to coach a group on new processes and policies as needed
- Follow up with direct reports as needed to ensure efficient completion of assigned tasks
- Work closely with managers to develop ongoing strategies to protect and promote TFD culture/values within the department
- Handle escalated phone calls in real time
- Be the source of truth for any questions that arise from team members
- Coach team members on the best way to find information directly
- Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needs
- Assist with onboarding and offboarding team members
- Assist our HR Group in supporting your group as needed
- Ensure time is tracked accurately and approve timecards in for all direct reports
- Inbox Admin
Preferred Qualifications
-
No preferred qualifications provided.