Company Description
Alabama Outdoors, the leading outdoor brand in Alabama, is looking for a stand out Customer Service Lead. We operate eight physical retail stores and a growing eCommerce department, and our organization believes deeply in a simple focus on the customer and being the most trusted source for their outdoor adventures. Our team has proven the ability to accomplish the goals we set and are looking for the best people to join us.
An individual will succeed in our organization with a positive and professional attitude, a focus on accomplishment, a willingness to speak up and share new ideas, and a concern for doing the right thing for the customer, no matter the short-term consequences. You should have a strong desire to grow an organization and be a central figure in that growth.
Position Summary
Our Digital team is looking for an individual to lead our digital customer service engagement efforts, all while promoting our company purpose of (a) Influencing people to get outside in Alabama and beyond, and (b) Building loyalty one connection at a time. A Customer Service Lead works directly with customers who need assistance through a variety of communication mediums. They will work to provide quick resolution of questions and issues for customers as well as our physical store teams.
The Customer Service Lead will also be responsible for direct customer outreach and engagement. Initiatives will include reaching out to customers about recent purchases and store experiences. The CS Lead will also work closely with our physical store managers to help provide the best customer service possible to all of our customers.
This position is responsible for our digital store product copywriting and product image updating (both production and oversight), as well as other tasks assigned by management. As we focus on personal connections and experiences within a mainly digital environment, the Customer Service Lead must have excellent verbal and written communication skills and acute attention to detail.
Personhood Summary
Honest, friendly, outgoing, keen attention to detail and organization, excellence in interpersonal communications and the ability to prioritize and complete multiple projects simultaneously. Empathy and enthusiasm for helping and engaging customers is a must.
Essential Functions and Responsibilities
Customer Service
Phone Etiquette: Represent Alabama Outdoors in a professional and engaging manner
Conflict Resolution: Quickly and effectively resolve customer issues, ideally resulting in win-win (profitable) scenarios for everyone involved
Problem Solving/Decision Making: This role requires significant problem-solving and decision-making skills as a CS Lead needs to assess the customer situation and rapidly arrive at a resolution.
The drive to exceed our customers’ expectations
Directly contact customers in regard to their online orders
Operate our “Live Chat” and omnichannel ordering system
Digital Store Updates
Ensure product images and added/updated on our web platform in a timely fashion (Adobe Photoshop experience strongly preferred)
Mental discipline and organization to consistently update products according to our guidelines
Provide original product copywrite descriptions – must possess excellent creative writing skills
Use multiple vendor image databases to update products. Maintain proper vendor contacts.
Email and Digital Communication
Immediately respond to customer emails and messages using AO standards of customer service excellence. The ability to organize and follow up with all communications is a critical skill set.
Correct use of grammar in all customer communications is imperative.
Proficiency in Sales/Point of Sale Software
Develop and maintain a strong understanding of how inventory moves throughout the company, both in a physical sense and through our digital systems.
Ability to process returns, exchanges, and refunds timely and accurately.
Skills and Specifications
Team player who is bought-in to the company’s Purpose, Principles, and Values
Quick learner that takes direction and feedback well
Must enjoy working with computers and digital systems
Must be organized, self-motivated, confident, energetic, and creative while maintaining patience and attention to details
Excellent verbal and written communication skills
Adobe Creative Suite experience is a plus
SEO skills are a plus
Must have a passion for customer service including:
Positivity: Communicate with customers in a positive manner at ALL times
Patience: Keep your cool during difficult conversations
Clarity in Communication: Speak in a way that customers know exactly what is going on
In order to apply for this position, please submit a current resume along with a cover letter describing how your previous experience prepared you to work in a fast-paced eCommerce environment.
Applications without a cover letter will not be considered.
Hourly pay to begin with an average of 40 hours per week. Typical work hours are 10:00am – 7:00pm Monday through Friday with a rotating Saturday schedule. Black Friday/Thanksgiving and the following weeks are required with mandatory overtime.