Among customer service representatives, AI is already used for a large share of the tasks. Measured exposure for customer service representatives: 70% (high).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Description

The Lead Customer Service Specialist: Direct-to-Consumer is responsible for leading the daily workflow of the direct-to-consumer customer service business and serving as a subject matter expert, while interfacing directly with both customers and internal business partners, training and coaching customer service team members, and resolving customer issues.

What Youll Do

Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Training temporary, new, and current team members in policies, procedures and best practices to ensure consistency and a high level customer service across the entire team.

Coaching and assisting Customer Service Specialists and temporary hires to manage workflow across all direct-to-customer programs and to ensure efficiency and accuracy of all agents in resolving product or service problems, while at the same time maintaining personal work efficiency and accuracy

Providing ticket-level and program-level reporting; analyzing statistics or other data to determine the level of customer service provided and to suggest improvements in customer service procedures, policies and standards

Identifying, reporting and following up on program or platform issues or updates that are affecting the customer experience, and working to improve overall efficiency of customer service efforts

Creating and updating content for product and customer service platforms (including but not limited to internal training documents and customer-facing messaging)

Maintaining a full understanding of all platforms, processes and procedures to be able to identify patterns and potential problem areas and work on solutions

Communicating and coordinating with internal departments, including Sales, Marketing, and Operations

Working with customer service supervisor to ensure proper customer service delivery, and contributing to team effort by accomplishing related results as needed

What Youll Bring

5+ years of customer service or customer facing experience preferably in the consumer goods industry

Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to management

Thorough understanding of customer service best practices

Proven ability to identify and trouble shoot problems, as well as resolve conflict

Strong listening and communication skills, especially written

Pro-active, creative and self-motivated work style

Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment

Strong computer and typing skills

Work Environment

The noise level in the work environment is usually moderate. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

What Arsenault Offers

Arsenault offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Cant wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!

Arsenault is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.