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Jockey International, Inc. Consumer Care Lead Agent (M/W/TH/F 11:30-8:00 PM; Sun. 9:00 AM-5:30 PM) in United States

Description

As a Consumer Care Lead Agent at JOCKEY, you’ll have empowerment to problem-solve, model, and motivate a team of associates in the absence of Consumer Care supervisor team members. You’ll manage team members to ensure exceptional customer service is provided across a wide range of customer channels (i.e., phone, email, texts, LiveChats). As a leader on the team, you'll work closely with team members to drive individual and team performance, in addition to handling inbound phone calls regarding Jockey product order placement and supporting consumer emails, texts, and chats.

JOCKEY OFFERS:

  • Competitive salary and benefits, additional hourly salary for weekend shifts!

  • General paid vacation/holidays

  • Onsite health & wellness programs/corporate fitness club discounts

  • Generous employee discounts

  • Business casual work environment

As a Lead Customer Service Representative, you will:

  • Demonstrate customer service excellence and model Jockey core values.

  • Be a strong, independent leader with a genuine approach to helping others.

  • Provide tips and insights to Consumer Care agents, as needed.

  • Handle and resolve escalated calls and inquiries.

  • Provide supervisors with detailed descriptions of incidents that suggest development opportunities for Consumer Care agents.

  • Perform quality assurance assessments on Consumer Care agents and provide feedback.

  • Manage assigned administrative support work.

  • Perform weekend lead duties, including: providing guidance to Consumer Care Representatives in resolving work-related issues; taking the lead in addressing employee situations, including emergencies related to illness or injury; ensuring the building is secured at the end of the workday including all Consumer Care agents have exited the building safely, etc.

In return, we ask for:

  • High School degree or equivalent; some college coursework is a plus.

  • Call Center/customer service leadership experience preferred. Minimum of one or more years of call center experience preferred.

  • Proven track record of excellent attendance and timeliness.

  • Superior ability to effectively communicate both verbally and in writing.

  • Exhibit strong organizational and interpersonal skills, along with a positive demeanor.

  • Intermediate knowledge of MS Word and Excel.

  • First Aid responder training required.

  • Must be able to make good decisions and exercise good judgment in emergency situations.

  • Jockey product knowledge is a plus.

  • Ability to work 40 hours per week, adhering to the following schedule: Mon./Wed./Thurs./Fri. (11:30 AM-8:00 PM); Sunday (9:00 AM-5:30 PM).

SCOPE OF POSITION:

Schedules may be changed as needed to accommodate business needs. Overtime may be required. This individual must be able to provide leadership to the rest of the team when serving as the lead agent during weekend and/or evening shifts.

If interested in an exciting career with JOCKEY, visit our website www.jockey.com/careers to apply online! Follow us on LinkedIn and Pinterest.

Jockey International, Inc., and its subsidiaries, provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We are also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at human_resource@jockey.com or call us at 262-658-8111.

Qualifications

Education

Required

  • High School or better

Preferred

  • Some college or better
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