ALEKO (www.aleko.com) is a family-owned e-commerce company based in Kent, WA, specializing in residential outdoor furniture and equipment. Since our foundation in 2005, we have grown our Kent operation significantly and become a pillar of the local retail community. We opened a Jacksonville, FL warehouse in 2019, and we have expanded our presence across a range of online sales channels. Our growth will continue!
To achieve this success, we have assembled a great team of employees. From forklift drivers to customer service agents, our people are focused on delivering a positive customer experience. At the same time, we are committed to treating our employees well. We have a respectful, light-hearted work, fast-paced environment, competitive wages, insurance and 401(k) benefits, several other perks, and promotion opportunities for top performers.
ALEKO is looking for a full-time Customer Service Supervisor to join our team. The CSS provides departmental leadership and oversees Customer Service personnel in their day-to-day performance of duties.
Responsibilities:
· · Supervise team members, providing effective oversight of their performance and robust feedback
· Provides daily support and direction to the customer service team, ensuring the highest levels of customer satisfaction are achieved
· Assign and coordinate work arrangements for the team
· Contribute to and monitor performance expectations and KPIs for common team activities
· Maintain daily logs and tracking as required
· Prepare reports and analyses for the Customer Service Manager as required
· Respond to escalated customer service tickets; perform research as necessary; aim to resolve all of them
· Anticipate escalation and take over calls when needed
· Respond to initial customer inquiries concerning orders, sales, etc. as necessary to provide appropriate coverage and meet departmental response targets
· Prepare monthly and annual results and performance reports
· In partnership with the Customer Service Manager, devise ways to keep staff motivated
· Fosters and encourages a positive environment of outstanding teamwork, mutual respect and exceptional morale
· Assist in training of new members of the team
· Ensure Showroom products are priced accordingly and timely
Qualifications
· At least 3+ years of previous customer service or technical support experience
· Previous team leadership or supervision
· CRM knowledge and Excel skills are required
· Strong verbal and written communication skills
· Excellent follow-through on customer service issues
· Strong supervisory and leadership skills.
· Good proficiency with MS Word, Excel, and Outlook
Schedule Availability
Monday- Saturday
Job duties listed are not intended to encompass full scope of position. The employee will be expected to perform other job-related duties as required. The Company reserves the right to add to or revise an employee’s position scope at any time.
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- In-person
- Office
Experience:
- Customer service: 3 years (Required)
Work Location: In person