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The Container Store · 2 weeks ago

Customer Solutions Lead

US-TX-Coppell

Full-time

Onsite

New Grad, Entry Level

0+ years exp

The Container Store is the leading specialty retailer of storage and organization products in the United States. The Customer Solutions Lead position manages the daily workload of the Contact Center, ensuring exceptional customer service and resource allocation while supporting the team in problem-solving and achieving sales goals.

Customer ServiceDeliveryFurnitureHome DecorOffice SuppliesRetail

Responsibilities

Allocates resources on the daily schedule to maintain expectations for occupancy, abandoned rate, hold times and other projects as needed

Serves as the first-tier customer advocate during escalated phone calls, partner with Supervisor/Manager when necessary to evaluate the customer’s needs and educate the team as to how to best fulfill those needs

Communicates consistency to share relevant business information with the team while using all available resources

Motivates and inspires enthusiastic and productive behavior, with the goal of providing exceptional service to our customers and meeting or exceeding company goals and objectives

Thinks creatively about resolutions to accomplish the just-right solution for the customer and the company

Provides feedback to the leadership team with any department schedule concerns or suggestions

Stays current on departmental sales goals and is accountable for reaching those goals

Consistently arrives promptly to work the assigned schedule

Responsible for maintaining discretion related to all confidential/sensitive company and customer information

Performs other requested tasks and duties

Qualification

Contact Center operationsCustomer serviceOutlookWordExcelTime managementOrganizational skillsCommunication skillsProblem-solvingAttention to detailFlexibility

Required

Six (6) months minimum experience in Contact Center operations; retail experience a plus

Based in Dallas/Ft. Worth area

Strong computer skills: proficiency in Outlook, Word and knowledge of Excel

Ability to be a process/procedure expert

Ability to work in a constant state of alertness and a safe manner

Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs

Knowledge of industry business and passion for following trends in the industry

Ability to communicate clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organization

Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week

Flexible, with a positive attitude and passion for knowledge

Strong time management and organizational skills with the ability to successfully manage multiple projects at once

Possesses focused attention to detail while working quickly and accurately under pressure

Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information

Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing

Must be at least 18 years of age

Benefits

Competitive health, dental, and vision plans to keep you and your loved ones well.

401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.

Unique "1equals3" website for easy access to your benefits information and company updates.

We've got your back! Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.

Peace-of-mind benefits: Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs).

Family-focused support: Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.

Work-life balance boosters: Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.

Discounts galore: Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).

Recognition you deserve: We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.

Thriving with diversity: Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.