Customer Service Assistant Lead
Carlsbad, CA 92673
We are looking for a bilingual (English/Spanish) Customer Service Lead. Apply now and start work immediately!
• Conducts Quality Assurance Checks on all Customer Service tasks, to utilize as building and improvement tools.
• Answers inbound Customer concerns, inquiries, and escalations.
• Composes outbound emails to conduct interdepartmental queries, and communication with various fulfillment centers.
• Manages customer records by updating account details and providing proper notations of services rendered.
• Backs up all Lead duties and priorities
• Monitors floor coverage to assure all tasks are worked on a daily basis.
• Tracks trends and statistics to report to management
• Assesses, troubleshoots and provides resolution to all customer inquiries.
• Acquires Return authorizations and guides customers through the return process.
• Processes refund requests and reconciles credits due.
• Assesses and responds to marketplace disputes.
• Monitors and aids marketplace performance metrics; such as portal returns, negative feedback and escalated disputes.
• Reports Marketplace compliance checks.
• Maintains continuous knowledge ability towards product education, in order to better assist customers.