Lead Customer Service Specialist: Direct-to-Consumer
Description
The Lead Customer Service Specialist: Direct-to-Consumer is responsible for leading the daily workflow of the direct-to-consumer customer service business and serving as a subject matter expert, while interfacing directly with both customers and internal business partners, training and coaching customer service team members, and resolving customer issues.
- Resolving product or service problems and escalations by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Training temporary, new, and current team members in policies, procedures and best practices to ensure consistency and a high level customer service across the entire team.
- Coaching and assisting Customer Service Specialists and temporary hires to manage workflow across all direct-to-customer programs and to ensure efficiency and accuracy of all agents in resolving product or service problems, while at the same time maintaining personal work efficiency and accuracy
- Providing ticket-level and program-level reporting; analyzing statistics or other data to determine the level of customer service provided and to suggest improvements in customer service procedures, policies and standards
- Identifying, reporting and following up on program or platform issues or updates that are affecting the customer experience, and working to improve overall efficiency of customer service efforts
- Creating and updating content for product and customer service platforms (including but not limited to internal training documents and customer-facing messaging)
- Maintaining a full understanding of all platforms, processes and procedures to be able to identify patterns and potential problem areas and work on solutions
- Communicating and coordinating with internal departments, including Sales, Marketing, and Operations
- Working with customer service supervisor to ensure proper customer service delivery, and contributing to team effort by accomplishing related results as needed
- 5+ years of customer service or customer facing experience preferably in the consumer goods industry
- Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to management
- Thorough understanding of customer service best practices
- Proven ability to identify and trouble shoot problems, as well as resolve conflict
- Strong listening and communication skills, especially written
- Pro-active, creative and self-motivated work style
- Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment
- Strong computer and typing skills
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.