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Contact Center Lead

Kelly Services

Beaverton, OR
Job Code:
  • job_category_customer_service
Kelly Services
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Job Details

Job Title Contact Center Lead

Jobid US41L3BS_BH1433513

Location: Beaverton, OR, 97005, USA

Description **Two Contact Center Lead** **role** **s** **currently available (7+ months in length, possibility to go permanent but no guarantees) on-site at Beaverton Footwear & Apparel Company.**

**Since 1946, Kelly Services® has been providing outstanding employment opportunities to the most talented individuals in the marketplace. Today, we are proud to offer** **a two roles** **to work** **as a Contact Center Lead** **on-site at Beaverton Footwear & apparel Company.**

As a Contact Center Lead for Consumer Services you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer related issues with the end goal being a win-win resolution. You will respond efficiently, accurately, and professionally to a variety of this company’s consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting the integrity and sound business practices. This role calls for a tactful approach, and requires the ability to perform well within a team environment with a strong customer service orientation. As part of an experienced team, you will also be a main floor resource and a primary supervisor call handling resource for consumer contacts. You will be asked to communicate effectively, apply judgment, decision making, and knowledge of job and business to teammates and other internal the contacts. You will be looked to as an expert resource in training/coaching on all systems. You will share best practices and serve as a mentor to team members to support training and development of individuals. You will be expected to continuously seek to reduce the overall turn time for issue resolution to ensure a premium experience for this company’s consumers, and will assist in providing employee performance feedback/response call coaching to team and management. You'll become trained in other areas of the department and provide cross-functional support as required. You'll be responsible for proper utilization of phone and computer systems and following established department policy and procedures.

In this role, you'll act as a liaison between business unit/brand and the consumer services team, seeking out relevant information to bring back to the team, and will proactively provide relevant information to teammates to enhance customer service. You will be responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. In addition, you'll partner with management, Business Analysts, Systems Analysts and IT to continually seek business process improvements through the use of technology, new procedures and criteria review to communicate, recommend, and implement solutions. Finally, you'll complete special projects as needed.


Requirements for the position include:

+ Bachelor's degree in Business or related field required
+ 2 years' related work experience in lieu of a degree
+ Minimum 3 years' experience in Customer Service, Retail and/or Sales, including 1 year of experience in a lead or supervisory role
+ Strong Customer Service skills are critical, including experience with escalated customer service issues.
+ Experience providing Customer Service via multiple methods (phone, e-mail, live chat, face-to-face, postal mail, etc.) desired
+ Strong problem solving/resolution skills.
+ Superior decision making skills, including the ability to quickly understand and analyze new information and situations.
+ Strong multi-tasking and organizational skills.
+ Must demonstrate initiative and the ability to work independently within a diverse team environment.
+ Effective oral communication skills and extensive written communication skills.
+ Experience with Right Now web tool a plus.
+ Retail and/or e-commerce experience preferred.
**As a Kelly Services employee, you will also receive great benefits, including:**

**• Performance incentives with our exclusive Kudos! program**

**• Optional health benefits, including medical, dental, vision, and prescription drug coverage, short-term disability, and group life insurance**

**• Competitive weekly pay with direct deposit or payroll card**

Please note that this position is not recruited for by the local office.

**If you are interested in this opportunity, please email resume to Britt- my email address is**

**Kelly Services is a Fortune 500® company headquartered in Troy, Michigan. We provide employment to more than 750,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, and health care. Kelly Services is an equal opportunity employer.**

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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