Company: Stork Craft Manufacturing Inc.("Storkcraft")

Job Title: Customer Care Team Lead
Location:Richmond, BC. In-office 4 days per week
Reports To: Customer Care Supervisor

If you are passionate about providing an exceptional customer experience and want to make a difference, enjoy working for a progressive company, then we want to hear from you.

Storkcraft is the industry leader in the design, manufacture, and distribution of infant and teen furniture. We are proud to have provided families with affordable, innovative, stylish, quality products for over 80 years. Our commitment to product excellence and our responsiveness to customers needs have galvanized Storkcraft as the manufacturer of choice for new and existing parents. We are growing our business and are currently looking for enthusiastic team players who thrive on being part of a busy environment to join our Customer Service Team as a Customer Service Team Lead.

RESPONSIBILITIES:

Coach and motivate team to meet or exceed daily KPIs

Support onboarding and training initiatives

Develop team members through performance feedback

Support exceptional customer experiences via Phone, Email and Live Chat when necessary

Handle escalation requests with respect, fairness and empathy

Confidently use a multitude of systems and related software to effectively manage all inquiries

Share Customer feedback and issue trends.

Collaborate with team to create effective solutions.

QUALIFICATIONS:

Superior communication skills both verbal and written

Empathetic, patient, and consistent-every interaction receives the same level of attention and exceptional service.

Exceptional organizational and multi-tasking skills.

Active listener, problem solver, with a positive attitude.

2 years of team leadership, preferably within customer service.

French or Spanish language skills would be valued, though not required.

Must be legally eligible to work in Canada without sponsorship.

SCHEDULE:

Hours: Approximately 7:00 AM - 4:00 PM, Monday to Friday

Hybrid work arrangement: 4 days in office / Friday flex day