21 days old

GC CEC LEAD

Houston, TX 77024
JobTitle: GC CEC LEAD
Job ID: 374730_en-us
Salary Range: null- null
Job Category: Customer Service
Employment type: Full Time

Position Description:
POSITION PURPOSE

Global Custom Commerce is looking for a Customer Engagement Center (CEC) Lead that will be an expert in
customer service. The lead will provide daily floor management and support to CEC
associates across all work groups. This includes real time floor operations and
queue management, answering policy and product questions, creating promo
codes and handling escalated issues. Additionally, the lead will make decisions
regarding policy exceptions and should have a heart for the customer and mind for
the business. The CEC lead will stay up to date on all CEC policy and product
changes by attending all associate training.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

30%- Monitor performance service levels across all work groups and ensure
resources are distributed effectively in order to maintain service levels, activating
DEFCON processes as required.
25%- Respond to all associate product/policy questions to ensure right solution is
provide for customer. Additionally, the lead will address behavior or performance
issue in the moment and communicate those issues to the appropriate supervisor
for follow up actions as needed.
15%- Respond to escalated issues (live or from queue) in a positive manner that
ensure the customer satisfaction. Additionally, the lead will attempt to resolve all
issues within the boundaries of our service guarantees.
10%- Complete interactions that have been sent by CEC associates to the MOD
queue and complete any necessary follow up activities.
10%- Communicate service levels across all work groups and actions being taken
to maintain optimal performance.
10%- Assist the CEC team when in DEFCON.

NATURE AND SCOPE 
Reports to a GCC Director, Customer Experience.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:

1. Located in a comfortable indoor area. Any unpleasant conditions would be
infrequent and not objectionable.
Travel:

Additional Environmental Job Requirements: 

Categories

Posted: 2021-04-22 Expires: 2021-05-26

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