Customer Care Lead

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POST DATE 9/19/2016
END DATE 12/23/2016

Decker Outdoor Broomfield, CO

Broomfield, CO
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #






Job Duties, Responsibilities and Requirements


To be the customer advocate by partnering with the Call Center Management team and leading the teams to improve the overall experience for the customer. To ensure all customers, a positive experience through the administration of service performance standards and metrics to secure Deckers Brands as the best footwear company.


Manage and lead a team of Call Center employees and their daily activities, including recruitment, coaching, mentoring, training, and performance management utilizing the Deckers Values.

Perform quality sampling reviews on team and provide constructive feedback on monitored calls.

Coach and develop Call Center employees to meet and exceed Deckers Brands Call Center objectives and other developmental areas as identified.

Track and report on productivity measures, ensuring all employees are meeting standards.

Prepare/present employee performance reviews during annual review process.

Assist in the management of call flow.

Coach employees in handling of escalated calls and conflict management.

Take calls as needed to assist in meeting service level standards.

Coach and manage team on company policies and procedures including attendance policies and corrective action procedures.

Comply with all HR policies and procedures, federal, state, and local laws.

Attract,retain, develop, and inspire co-workers by realizing the company strategic objective to become the best retailer to work for.

Contribute to the development, implementation and evaluation of the Call Center Strategic Plan

Initiate development activities to secure customers meet friendly, helpful and knowledgeable employees.

Partner with managers and coworkers to influence and support overall positive working environment; to include actions to secure a positive shopping experience inline with established customer service standards and a sense of urgency in addressing customer service issues.

Perform leadership actions/activities, such as manager on duty shifts, open and close functions, and team meetings as required.

Create an environment where the Deckers Culture is a strong and living reality that embraces the diversity of employees and customers.

Ensure that the call center team maintains a safe, clean, and orderly area.

Other duties as assigned.


Education & Experience




2 yrs Call

Center experience preferred

3-5 yrs

management experience


Leadership ability

Computer literacy

Excellent communication and problem solving skills

Writing proficiency skills

Excellent team-building and interpersonal skills

Service selling experience

Ability to work effectively in fast-paced, high-volume


Interest in Footwear


Share your

knowledge and learning


and desire to understand the Deckers business and customer needs and influence

improvement of the business


desire to ensure a safe, profitable, and efficient environment for coworkers

Ability to

share your knowledge and learning and collaborate with others while acting as a

culture and values ambassador


and evaluate training programs


skills gaps and evaluate the effectiveness of additional training

Form strong

business relationships at all levels in the organization

Be a

dynamic, action oriented team player that is self-motivated and confident in

making independent decisions with the ability to influence and act


interpersonal, communications, analytical, problem solving, and organizational

skills with a highly developed service focus.

Use creative

problem solving skills in conjunction with Decker's core values

Fluent in English (written and verbal skills)