Responsibilities:
- Coach and motivate team members to provide exceptional experience while exceeding performance goals.
- Collaborate with leadership team and business partners to accomplish short and long-term workload goals
- Manage both on site and remote customer service representatives
- Assist in daily oversight of call center operations
- Oversee and assist with complex or escalated customer issues
- Research complex customer issues related to ordering, fulfillment, tracking and returns and resolve to maximum customer satisfaction within company guidelines
- Demonstrate complex and creative problem solving
- Monitor agent interactions and provide coaching
- Monitor daily performance of agents and direct and coach as appropriate
- Manage attendance, timekeeping, and performance regularly. Provide coaching and corrective action as needed to meet and exceed performance standards
- Participate in the recruiting, hiring and training of new employees
- Maintain and develop own skills in product and current customer service trends
- Participate in process improvement initiatives
- Establish strong relationships with all business partners
- Moderately physical in that the activities performed are of an administrative nature
- Occasionally be required to lift up to 25 pounds
- Other duties as required by the business
Requirements:
- 3-5 years of strong customer service leadership experience preferred
- Microsoft Office and Excel skills are essential
- Knowledge of CRM (NetSuite), call center tools (Gladly, Medallia, Playvox), and AI preferred
- Call center operations and workforce management knowledge and experience strongly preferred
- Self-driven with ability to prioritize, plan, manage multiple tasks and accomplish goals within specified deadlines
- Demonstrated leadership skills with the ability to get results through others
About Lumens:
As North America’s premier destination for design aficionados, architects, interior designers, and contract professionals, Lumens offers a discerning edit of modern lighting, furniture, and décor. Sourcing more than 400 of the most exceptional international design brands, our curated product assortment features iconic European collections as well as niche artisan creations. Our team includes certified interior designers and ALA-certified product specialists, and we’re looking for fellow design enthusiasts to join our team.
Since June 2021, Lumens has been part of Flos B&B Italia Group, a leading global high-end design group operating a portfolio of legacy brands in the world of luxury furnishings and lighting. Driven by a purpose of “We design for a beautiful life,” the Group includes some of the most distinctive European cultural heritage products and designs for the planet, people, and culture. The Group includes FLOS, B&B Italia, Louis Poulsen, Maxalto, Arclinea, Azucena, FENDI Casa, Audo Copenhagen, and Lumens.
Commitments:
People are at the heart of our business. We strive for an empowering and positive culture and working environment for our people. Therefore, creating a strong, diverse and inclusive team is essential for Lumens. For us, your expertise and motivation matter most.
Location: Sacramento, CA - This is an in-office role
Compensation: $60,000 - $70,000
Benefits: access to health benefits + 401k + 3 weeks annual paid time off
