Guest Experience Team, Lead
Date posted: 10.26.2018
Vancouver, BC
Full time, Permanent

As an Lead, Guest Experience Team at Kit and Ace you are accountable for delivering an exceptional level of service to all customers, from any channel. You are the first point-of-contact at Kit and Ace for many customers and ultimately responsible for projecting the Kit and Ace brand.

Not an average customer service department, guest experience at Kit and Ace is unique in the cross-functional work performed by all team members to support our company success.

  • Responsible for ensuring the delivery of exceptional customer service that enhances engagement, builds enduring relationships and represents the Kit and Ace brand at all times
  • Be a strategic leader by identifying problems, seeking solutions, and outlining key company objectives
  • Drive a consistent customer centric catalog sales approach across all channels
  • Responsible for resource planning for the customer care team, including live chat, phone, email, and new customer touch points as they emerge
  • Strategically plan to meet long term business quarterly intentions relating to seasonal peaks, business growth, new initiatives and product launches
  • Work closely with the Ecommerce team to ensure customer care opportunities are identified and managed correctly
  • Work closely with Showroom Directors to maintain a consistent guest experience and solve any escalated cases
  • Implement and train on new processes and work closely with IT to streamline and learn back end processes
  • Foster an environment of continuous learning and development that embraces individuality
  • Recommend changes to critical policies and establish new processes
  • Recruit and retain high quality customer care specialists
  • Clearly communicate the Kit and Ace Guest Experience vision, strategy and objectives
  • Proactively develop and coach team
  • Flexible and like to have FUN
  • 2+ years experience in a customer service leadership role
  • Ability to offer a premium level of customer service under the pressure of time constraints and a fast-paced, changing environment
  • Experience using customer service platforms is an asset
  • Experience managing a team and creating schedules
  • You have integrity and follow through on customer commitments
  • Ability to interact with the customer in a multi-channel environment
  • Ability to work closely with a team and set goals for growth and personal development
  • Excellent communication skills, both written and verbal. Second-language is an asset
  • Flexible and adaptable in a rapid and growing environment
  • Well organized and efficient, with a good dose of common sense and initiative
  • Fosters a transparent, honest and positive team environment, able to receive and communicate feedback
  • Results-oriented and process driven, with high expectations of self and team
  • Position is out of our Vancouver SST, supporting the Guest Experience Team
  • Ability to work various shifts including evenings, weekends and statutory holidays, based on business needs

Reports to:Director, Ecommerce

Working Team: Ecommerce Team

Works Closely with: Ecommerce Team, Shop team

Type: Full-Time Permanent/ Part-Time Permanent

Compensation: Let’s talk!

Location: Vancouver, BC

Please apply by responding to the email listed below and attach your resume and cover letter in either PDF or MS Word format. In your cover letter please describe how you move in your city, outline a one-year goal you are working towards and explain how this position will assist you in reaching your objectives.

While we thank all applicants for their interest, only shortlisted applicants will be contacted.

Thank-you for your interest in Kit and Ace!