Customer Care Representative II/Coach

Deckers Consumer Direct Corporation; Broomfield (CO); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading consumer goods company is looking for a Customer Care Representative II/Coach to provide exceptional customer service and support Customer Care representatives. This role involves acting as a subject matter expert in various product lines and facilitating communication throughout the team. Candidates should possess a strong focus on problem-solving and effective communication skills. This position offers competitive pay and remote working options.

Benefits

Competitive Pay and Bonuses

Financial Planning and wellbeing

Time away from work

Discounts and perks

Growth and Development

Health and Wellness

Qualifications

• 1+ years of customer contact handling experience preferred.
• Ability to work various shifts within Customer Care hours.
• Track record of meeting KPI's and goals.

Responsibilities

• Answer inquiries from representatives regarding products.
• Act as a first line of escalation for customer challenges.
• Train new representatives.

Skills

Excellent interpersonal skills

Problem-solving focus

Communication ability

Organizational skills

Proficiency with technology

Tools

Microsoft Office

Job description

Job Title

Customer Care Representative II/Coach

Reports to

Supervisor, Customer Care

Location

Remote CO/Remote TX/Remote AZ

The Role

The Customer Care Representative II/Coach is responsible for providing excellent customer service. This position will act as a subject matter expert in all Deckers product lines (UGG, HOKA, Teva), systems, policies, and procedures. The Customer Care Representative II/Coach will assist with promptly and courteously resolving customer challenges by being the first line of escalation, while maintaining a positive and professional attitude. They will assist with supporting CCRI representatives with their questions, and act as a communication link between Level I Customer Care Representatives and the Team Lead.

Your Impact

The primary functions of this role include but are not limited to:

• Answer inquiries from CCRI Representatives regarding general product and operational questions
• Act as first line of escalation to ensure customer challenges are resolved satisfactorily
• Assist as training support for new hire representatives
• Identify and propose solutions to bottlenecks, system issues, customer concerns, and productivity issues within the department

Who You Are

• Interpersonal skills that enable you to work with people at all levels, motivate others, and guide people's outlook to foster a positive culture
• Positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer, every time
• Able to establish rapport with all kinds of people, listen attentively, and focus on the most important issues to help resolve representative and customer concerns
• An excellent communicator that is able to explain things in a way that is clear, concise and easy to understand

We'd love to hear from people with

• Excellent organizational skills with ability to perform multiple tasks and adjust quickly in short timeframes with limited direction
• Initiative and creative mindset
• One or more years of customer contact handling utilizing both written and verbal communication, assisting front line reps preferred
• Proficiency with technology and its function as a resource for solving problems
• A demonstrated track record of meeting KPI's, Metrics and Goals
• A working knowledge of Microsoft Office
• The ability to work any assigned shift within Customer Care's hours of operation
• A flexible schedule and the ability to work overtime as needed

What We'll Give You

• Competitive Pay and Bonuses - We've created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they're valued.
• Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future.
• Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees' needs to get out, get healthy and come back stronger than ever.
• Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That's why we offer extensive opportunities and support for personal and professional development.
• Health and Wellness - There's nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle.

Denver, CO - $22.50/hr

The salary range posted reflects the minimum and maximum target for new hire salaries for this role in our Denver, CO Call Center. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process.

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.