Lilly Pulitzer
Customer Service Team Lead
Lilly Pulitzer, King Of Prussia, Pennsylvania, United States, 19406
Sugartown Worldwide LLC
Job Type:
Regular
Brand Strategy Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out. Our Brand vision statement is: "Create Your Sunshine, A Resort State of Mind". Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming.
Job Description
About the Position
The
Customer Service Team Lead
plays a crucial role in enhancing the experience of Lilly Pulitzer® consumers, ensuring that every interaction reflects the brand's high standards of service. The primary responsibility is to assist in leading the Customer Service team that handles inquiries across various consumer channels, including Ecommerce, Retail, Wholesale, and Internal consumers. This role requires a strong focus on customer satisfaction, leading the team to provide consistent and exceptional service, and delivering experiences that align with Lilly Pulitzer®'s Sunshine Service standards.
The Customer Service team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The
Customer Service Team Lead
is a key member of our
Customer Service team
and will serve as a liaison between the Customer Service Representatives and management.
The Customer Service Team Leads primary objectives:
- Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone, email and live chat communication and will result in increased spend levels and high retention.
- Play a key role in finding solutions for escalated scenarios and resolving open issues.
- Provide overall support for the Customer Service team during peak seasons and online sale events.
A day in the life...
Deliver Exceptional Customer Experience
Ensure that every customer interaction across multiple channels (phone, email, live chat, and social media) is handled with warmth, professionalism, and in accordance with the brand's service standards.
Aim to exceed customer expectations by providing solutions that delight, address concerns, and uphold the brand's reputation.
Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
Respond to irate callers in a courteous and professional manner, ensuring a positive resolution.
Use creative problem-solving skills in handling challenging service requests to increase customer retention.
Listen attentively and respond appropriately when placing online and/or telephone orders.
Order & Transaction Management:
Service and process e-commerce exchanges, ensuring customer satisfaction throughout the process.
Process manual returns and exchanges resulting from retail purchases, ensuring accuracy and efficiency.
Locate items and complete sales for consumers, assisting with product inquiries and finalizing transactions.
Documentation & Record Keeping:
Document and update consumer records based on interactions to ensure accurate and up-to-date information.
Track and report on customer inquiries, issues, and resolutions to improve service processes.
Brand & Product Knowledge:
Maintain a strong awareness of retail locations and store operations.
Stay up to date on the evolving Lilly Pulitzer® brand, product offerings, and policies to better assist customers.
Communicate effectively with retail stores and Signature Store owners to reiterate policies and ensure consumer satisfaction.
Billing & Payment Troubleshooting:
Troubleshoot billing questions and issues within platforms like PayPal, CyberSource, Afterpay, and Klarna, ensuring customers receive accurate assistance.
Lead and Motivate the Team
Inspire, guide, and mentor a team of customer service representatives to ensure they consistently meet performance targets, service expectations, and maintain a high level of engagement.
Foster a positive, collaborative, and high-performing team culture that aligns with company values.
Provide support for departmental initiatives as needed, working flexibly to contribute to the team's success.
Asist with maintaining department productivity levels to ensure high customer satisfaction
Serve as the first point of escalation for customer issues and support agents in resolving complex inquiries.
Assist with the development to improve team productivity and customer service outcomes.
Act as a liaison between management and the call center team, ensuring smooth communication of updates, changes in policies, and other relevant information.
Relay team concerns, feedback, and suggestions to management, advocating for improvements where necessary to enhance operations.
Resolve Customer Issues Efficiently
Assist with managing and resolving escalated customer concerns swiftly and effectively, ensuring the best possible outcomes for both the customer and the brand.
Provide timely, empathetic solutions that maintain customer satisfaction and loyalty. Assist with handling escalated customer complaints or issues, providing timely and effective solutions that align with company policies.
Use creative problem-solving to address difficult situations and improve team dynamics.
Training and Development
Implement training, new tools, and best practices to improve team effectiveness, enhance customer experience, and assist with streamlining operations.
Lead and assist in the onboarding and training of new agents, ensuring they are equipped with the necessary tools and knowledge to succeed.
Work with supervisors in ongoing training sessions to keep the team updated on new products, processes, and customer service techniques.
Motivate team to continuously learn by encouraging team members to seek out additional training opportunities.
Operational Support:
Assist in managing the daily operations of the call center, ensuring all shifts are adequately staffed and agents are effectively engaged.
Track and report on daily, weekly, and monthly performance data, providing management with insights on team performance.
Communicate management directives and company goals to the team in a clear and motivating manner.
Operational Flexibility:
Adhere to attendance guidelines to ensure a consistent contribution to the team's performance.
Be flexible and willing to support other department initiatives as needed.
Work from Monday to Friday, 9 AM to 5:30 PM, with 1-2 Saturdays per month (note that hours may change during peak seasons or holidays).
Additional responsibilities include:
Provide phone support during peak seasons, as well as during the online sale in August and January each year.
Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
Perform other duties as assigned or required by the supervisor to support the department and company objectives.
Qualifications for the Position
2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; bachelor's degree preferred or equivalent experience.
2-5 years' previous customer service/ call center environment.
2-5 years' previous Sales or retail experience in a leadership role preferred.
The ability to make sound, informed decisions quickly and confidently, especially under pressure.
Ability to foster a collaborative and inclusive environment where each team member feels valued and can contribute to the team's success.
Excellent interpersonal and motivational skills, innovative and self-starter.
Positive attitude and an engaging businesslike approach.
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
Excellent attention to detail, and organizational skills.
Ability to perform a high volume of transactions accurately with limited supervision.
Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
Ability to master the EREG POS system, along with any new POS systems that are implemented.
The ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
Ability to work comfortably and productively in all MS Office Applications
Pleasant, friendly, and engaging speaking voice
Exceptional "solution-oriented" nature
Comfort in dealing with new technology and systems.
Ability to multi-task while managing time.
Demonstrated ability to work in a fast-paced environment.
Our Core Values: The Lilly Way.
Rooted in our bold, original, and inclusive brand outlook, these principles define how we do things The Lilly Way.
We take pride in the pursuit of excellence
We create our own path
We become stronger together
We operate with integrity
We make the world a brighter place
We continuously improve
We have fun in the process
Doing Our Part
As a company we commit to corporate social responsibility. We believe in doing the right thing for our people, the places we work, and our planet. We believe in a respectful and inclusive workplace. We recognize the importance of serving the communities where our employees work and live. We are cognizant of the impact that our operations can have on the environment and actively explore and pursue environmentally-friendly processes throughout our business. This position is expected to contribute to the advancement of these principles.
A Little More to Know...
This position is classified as full-time, hourly, non-exempt position. This position is eligible for overtime and standard company benefits.
This position is based in our of King of Prussia, Pennsylvania, home office.
This position requires adherence to defined break times, given the nature of operating the 1-888-PBLILLY number.
Given the seasonality of the business, this position may require flexible, additional working hours during peak periods. There will also be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager
This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.
This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.
This position is reviewed annually.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, or any other characteristic protected by law.
Lilly Pulitzer® participates in E-Verify. Details in
English and Spanish . Right to Work Statement in
English and Spanish
If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact the Lilly Pulitzer Talent Development Department.
Please click here to review our Applicant Privacy Policy.
Brand Strategy Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out. Our Brand vision statement is: "Create Your Sunshine, A Resort State of Mind". Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming.
Job Description
About the Position
The
Customer Service Team Lead
plays a crucial role in enhancing the experience of Lilly Pulitzer® consumers, ensuring that every interaction reflects the brand's high standards of service. The primary responsibility is to assist in leading the Customer Service team that handles inquiries across various consumer channels, including Ecommerce, Retail, Wholesale, and Internal consumers. This role requires a strong focus on customer satisfaction, leading the team to provide consistent and exceptional service, and delivering experiences that align with Lilly Pulitzer®'s Sunshine Service standards.
The Customer Service team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The
Customer Service Team Lead
is a key member of our
Customer Service team
and will serve as a liaison between the Customer Service Representatives and management.
The Customer Service Team Leads primary objectives:
- Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone, email and live chat communication and will result in increased spend levels and high retention.
- Play a key role in finding solutions for escalated scenarios and resolving open issues.
- Provide overall support for the Customer Service team during peak seasons and online sale events.
A day in the life...
Deliver Exceptional Customer Experience
Ensure that every customer interaction across multiple channels (phone, email, live chat, and social media) is handled with warmth, professionalism, and in accordance with the brand's service standards.
Aim to exceed customer expectations by providing solutions that delight, address concerns, and uphold the brand's reputation.
Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
Respond to irate callers in a courteous and professional manner, ensuring a positive resolution.
Use creative problem-solving skills in handling challenging service requests to increase customer retention.
Listen attentively and respond appropriately when placing online and/or telephone orders.
Order & Transaction Management:
Service and process e-commerce exchanges, ensuring customer satisfaction throughout the process.
Process manual returns and exchanges resulting from retail purchases, ensuring accuracy and efficiency.
Locate items and complete sales for consumers, assisting with product inquiries and finalizing transactions.
Documentation & Record Keeping:
Document and update consumer records based on interactions to ensure accurate and up-to-date information.
Track and report on customer inquiries, issues, and resolutions to improve service processes.
Brand & Product Knowledge:
Maintain a strong awareness of retail locations and store operations.
Stay up to date on the evolving Lilly Pulitzer® brand, product offerings, and policies to better assist customers.
Communicate effectively with retail stores and Signature Store owners to reiterate policies and ensure consumer satisfaction.
Billing & Payment Troubleshooting:
Troubleshoot billing questions and issues within platforms like PayPal, CyberSource, Afterpay, and Klarna, ensuring customers receive accurate assistance.
Lead and Motivate the Team
Inspire, guide, and mentor a team of customer service representatives to ensure they consistently meet performance targets, service expectations, and maintain a high level of engagement.
Foster a positive, collaborative, and high-performing team culture that aligns with company values.
Provide support for departmental initiatives as needed, working flexibly to contribute to the team's success.
Asist with maintaining department productivity levels to ensure high customer satisfaction
Serve as the first point of escalation for customer issues and support agents in resolving complex inquiries.
Assist with the development to improve team productivity and customer service outcomes.
Act as a liaison between management and the call center team, ensuring smooth communication of updates, changes in policies, and other relevant information.
Relay team concerns, feedback, and suggestions to management, advocating for improvements where necessary to enhance operations.
Resolve Customer Issues Efficiently
Assist with managing and resolving escalated customer concerns swiftly and effectively, ensuring the best possible outcomes for both the customer and the brand.
Provide timely, empathetic solutions that maintain customer satisfaction and loyalty. Assist with handling escalated customer complaints or issues, providing timely and effective solutions that align with company policies.
Use creative problem-solving to address difficult situations and improve team dynamics.
Training and Development
Implement training, new tools, and best practices to improve team effectiveness, enhance customer experience, and assist with streamlining operations.
Lead and assist in the onboarding and training of new agents, ensuring they are equipped with the necessary tools and knowledge to succeed.
Work with supervisors in ongoing training sessions to keep the team updated on new products, processes, and customer service techniques.
Motivate team to continuously learn by encouraging team members to seek out additional training opportunities.
Operational Support:
Assist in managing the daily operations of the call center, ensuring all shifts are adequately staffed and agents are effectively engaged.
Track and report on daily, weekly, and monthly performance data, providing management with insights on team performance.
Communicate management directives and company goals to the team in a clear and motivating manner.
Operational Flexibility:
Adhere to attendance guidelines to ensure a consistent contribution to the team's performance.
Be flexible and willing to support other department initiatives as needed.
Work from Monday to Friday, 9 AM to 5:30 PM, with 1-2 Saturdays per month (note that hours may change during peak seasons or holidays).
Additional responsibilities include:
Provide phone support during peak seasons, as well as during the online sale in August and January each year.
Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
Perform other duties as assigned or required by the supervisor to support the department and company objectives.
Qualifications for the Position
2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; bachelor's degree preferred or equivalent experience.
2-5 years' previous customer service/ call center environment.
2-5 years' previous Sales or retail experience in a leadership role preferred.
The ability to make sound, informed decisions quickly and confidently, especially under pressure.
Ability to foster a collaborative and inclusive environment where each team member feels valued and can contribute to the team's success.
Excellent interpersonal and motivational skills, innovative and self-starter.
Positive attitude and an engaging businesslike approach.
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
Excellent attention to detail, and organizational skills.
Ability to perform a high volume of transactions accurately with limited supervision.
Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
Ability to master the EREG POS system, along with any new POS systems that are implemented.
The ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
Ability to work comfortably and productively in all MS Office Applications
Pleasant, friendly, and engaging speaking voice
Exceptional "solution-oriented" nature
Comfort in dealing with new technology and systems.
Ability to multi-task while managing time.
Demonstrated ability to work in a fast-paced environment.
Our Core Values: The Lilly Way.
Rooted in our bold, original, and inclusive brand outlook, these principles define how we do things The Lilly Way.
We take pride in the pursuit of excellence
We create our own path
We become stronger together
We operate with integrity
We make the world a brighter place
We continuously improve
We have fun in the process
Doing Our Part
As a company we commit to corporate social responsibility. We believe in doing the right thing for our people, the places we work, and our planet. We believe in a respectful and inclusive workplace. We recognize the importance of serving the communities where our employees work and live. We are cognizant of the impact that our operations can have on the environment and actively explore and pursue environmentally-friendly processes throughout our business. This position is expected to contribute to the advancement of these principles.
A Little More to Know...
This position is classified as full-time, hourly, non-exempt position. This position is eligible for overtime and standard company benefits.
This position is based in our of King of Prussia, Pennsylvania, home office.
This position requires adherence to defined break times, given the nature of operating the 1-888-PBLILLY number.
Given the seasonality of the business, this position may require flexible, additional working hours during peak periods. There will also be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager
This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.
This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.
This position is reviewed annually.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, or any other characteristic protected by law.
Lilly Pulitzer® participates in E-Verify. Details in
English and Spanish . Right to Work Statement in
English and Spanish
If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact the Lilly Pulitzer Talent Development Department.
Please click here to review our Applicant Privacy Policy.