Team Lead - Online Retail

Brobston Group; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

The Brobston Group seeks a Team Lead for the Client Relations Center in Las Vegas to drive sales and service excellence while supporting team performance and operations. You will partner with management, handle escalations, and mentor teammates to enhance client experience.

You will respond across channels, monitor KPIs, and stay current on product launches and campaigns to ensure seamless client engagement and collaboration with boutiques and corporate teams.

Qualifications

• Bachelor's degree and at least 2 years of experience in a contact center or customer service environment.
• Strong communication, problem-solving, selling, and client relationship skills.
• Ability to use Microsoft Office, Salesforce or comparable CRM and communication systems; SAP knowledge is preferred.
• Flexibility to work holidays and travel as required.

Responsibilities

• Respond to client inquiries by phone, email, chat, and social media, and build client relationships through thoughtful service and outbound communication.
• Lead escalated cases and after-sales inquiries, and coach team members on performance, systems, processes, and procedures.
• Monitor individual and team KPIs with the manager, identify training and resource needs, and support sales and service goals.
• Maintain expertise in products, launches, campaigns, and e-commerce processes, and collaborate with boutiques and corporate teams.
• Support clienteling initiatives, operational projects, and a positive, collaborative work environment.

Job description

Summary

The Team Lead at the Client Relations Center drives sales and exceptional service while supporting team performance and operational excellence. This role serves as a point of contact for ambassadors, handles escalations, and partners with management and other teams to improve client experience.

Responsibilities

• Respond to client inquiries by phone, email, chat, and social media, and build client relationships through thoughtful service and outbound communication.
• Lead escalated cases and after-sales inquiries, and coach team members on performance, systems, processes, and procedures.
• Monitor individual and team KPIs with the manager, identify training and resource needs, and support sales and service goals.
• Maintain expertise in products, launches, campaigns, and e-commerce processes, and collaborate with boutiques and corporate teams.
• Support clienteling initiatives, operational projects, and a positive, collaborative work environment.

Requirements

• Bachelor's degree and at least 2 years of experience in a contact center or customer service environment.
• Strong communication, problem-solving, selling, and client relationship skills.
• Ability to use Microsoft Office, Salesforce or comparable CRM and communication systems; SAP knowledge is preferred.
• Flexibility to work holidays and travel as required.