Customer Service Lead

OUR SUCCESS IS YOUR SUCCESS   With tremendous success, and consistent growth, Ross Stores has an ever changing fast paced environment. If you enjoy a challenge and like working with teams that are collaborative and supportive, we may be the right fit for you.   Ross Stores, Inc., a Fortune 500 company, is the nation's second largest off-price retailer operating 866 Ross Dress for Less® stores in 27 states and Guam and 52 dd's DISCOUNTS® locations in 4 states. Ross Dress for Less offers first-quality, in-season, name brand and designer apparel, accessories, footwear and home fashions for the entire family at everyday savings of 20% to 60% off department and specialty store regular prices. dd's DISCOUNTS features a more moderately-priced assortment of first-quality, in-season, name brand and fashion apparel, accessories, footwear for the entire family at everyday savings of 20% to 70% off moderate department and discount store regular prices as well as similar savings on a wide assortment of merchandise for the home.     POSITION OVERVIEW:   Responsible for leading the Customer Service call center team in a fast pace, team oriented environment.     RESPONSIBILITIES:   Customer Service Issue Resolution

· Responds to customer inquiries through phone, letter, e-mail and fax. Entering all records into central database.

· Provides an excellent level of customer service both internally and externally.

· Utilizes strong phone skills when speaking with customers. Has the ability to listen, sympathize and respond in a friendly manner to customer issues.

· Understands and implements Ross policies and procedures consistently.

· Interacts and follows up with District Managers, Stores and other Corporate Departments.

· Develops and maintains advanced knowledge of Ross Refund Control, Electronic Journal, Gift/Voucher Card system, Customer Call database and Check Verification systems.     Supervise CustomerCallCenter Operations · Leads call center team to provide a consistent and high level of service, looking for ways to speed up response times and manage call volume. · Coaches & develops team members with regular feedback and training. · Serves as a point of escalation on customer calls. · Responsible for monitoring and managing workflow, scheduling call center coverage, and reporting on all department metrics and manages database. · Servers as a customer service point of contact for all departments, representing the customer perspective.   Maintenance & Miscellaneous Projects · Processes all resulting paperwork from customer inquiries, i.e. check requests, response letters and replacement card distribution. · Oversees Corporate Gift card activation and tracking.

  QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:   1-3 years supervisory experience with high volume call center experience Very strong written and verbal communication skills Advanced MS Office skills – Word, Excel and Access Second language desirable