Job description

Classification: Non-exempt

Reports to: Sr Manager, Customer Experience

Date: January 2023

Location: Hybrid – East Greenwich

Hours: Monday – Friday 9:30 AM – 6:00 PM EST

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Since 2005, ALEX AND ANI has been at the HEART of meaningful jewelry. Through an evolution of styles, trends, and retailing, we have remained true to our mission…to empower self- expression. Our jewelry is designed as literal expressions of bigger truths, because our souls thrive when we celebrate who we are and what we have accomplished. Each piece of designed to symbolize the connections we create — to ourselves, our loved ones, our memories, the world around us and the universe beyond. You start the journey; we help honor it. Our fans are people who look to the future with courage and awareness. They identify with our authentic voice, and when they choose our jewelry, they choose powerful symbols of positivity, hope, and strength. Our mission is to inspire action, change, and good energy.

We are looking for individuals who want to make a difference, enjoy challenging work in a fast-paced environment.

ALEX AND ANI offers a comprehensive, affordable health benefit package for you and your family, a 401(k) with company match, and generous time off policies, including paid volunteer time. Competitive salary commensurable with experience level.

The Customer Experience Team Lead will provide daily direction, instruction, and guidance to the team of CE Specialists. The Team Lead will work closely with other departments such as Digital Marketing, Warehouse Operations and Returns to ensure timely, accurate processing of consumer inbound calls and email.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure service level targets are attained and timely processing of inbound volume is handled promptly and professionally
• Identify and recommend processes improvements for increasing efficiency
• Provide training to existing or new employees on systems, processes and product as required
• Monitor daily team members performance to coach and mentor as needed
• Handle consumer escalations to satisfactory resolution
• Approve weekly timecards for CE Specialists
• Receive inbound calls, respond to emails, chats and social content etc.
• Work with the management team to support the execution of new planned initiatives.
• Backup for Sr Manager during vacations, etc.
• Other duties as needed

SKILLS AND QUALIFICATIONS:

• Associates degree is preferred plus 4+ years experience in Customer experience role preferably for retail company
• Prior team leader experience preferred
• Self-motivated, team player capable of multi-tasking in a fast-paced environment
• Prior experience using social media channels (FB, Twitter, Instagram), chat, email is preferred.
• Unwavering commitment to outstanding customer service.
• Proficiency in MS Office applications (Word, Power Point, Excel, Outlook, Teams)
• Experience in web based administrative systems a plus.
• Excellent communication (verbal/written), problem solving and time management skills.
• Attention to detail and proven ability to analyze business trends to suggest improvements to the customer experience.
• Ability to maintain composure dealing with difficult situations and customers
• Ability to flex work schedule based upon the needs of the business to optimize management coverage. Additional weekend and holiday coverage will be required seasonally

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instruction and to perform any other duties by his or her supervisor.

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