The Cheezburger Network is looking  for an experienced Customer Service Lead.  This person will be responsible for being the first line of communication for all customer and end user inquiries for our sites and e-commerce store.  This person will resolve difficult issues regarding user and customer inquiries, complaints and other matters.  This person will help us build and refine our customer service operations so that the Cheezburger Network can continue to provide 5 minutes of happiness to our users every day.

PRIMARY GOAL:
• Cultivate a loyal following of happy customers.

RESPONSIBILITIES:

• Provide excellent support to our customers and prospective customers via phone and email inquiries.
•Manage all in-bound calls and customer related emails.
•Work closely with customers and internal teams to be the primary point for all customer related issues.
• Manage customer issues and identify the type of problem to prioritize, resolve and escalate to key stakeholders if necessary.
•Maintain appropriate and responsive working relationships with customers.
•Maximizes customer satisfaction by providing consistent creative and proactive problem solving – go the extra mile and by providing thorough, consistent and error-free follow through on promises made to customers.
•Ensure that all customer issues are addressed expeditiously.
•Ensure consistent response time and follow-through to all customer service calls, emails, and inquires.
•Ensure that all customer information is accurate, complete and well documented.
•Compile data (call logs) to identify areas for improvement in web site, and customer service policies and procedures, and offers innovative solutions.
•Be the voice and advocate for the Cheezburger customer by prioritizing feedback and relay issues / suggestions to the Cheezburger team.
•Work closely with the product and marketing teams prior to launches to test and document new products or promotions.
• Identify and propose ways we can make our company better, our customers happier, and your job easier.
•Support the vision and values of the company and the team through role modeling and encouraging desired behaviors.
•All other duties as required.

Requirements

• Exceptional verbal and written communication skills in English.

• Demonstrated ability to resolve conflicts quickly and creatively. 

• Previous experience answering phones and making callers feel valued and heard.

• Infectious positive attitude with other team members and customers. 

• Strong organizational skills, attention to detail and ability to prioritize multiple tasks.

• Independent thinker with the ability to recognize where processes can be improved and who to collaborate with to improve them. 

• Ability to acclimate and respond appropriately in a dynamic environment. 
• High degree of integrity and professionalism. 

• Must be able to handle confidential matters with discretion.

• Superior analytical skills and problem-solving ability.

• Flexible work hours with some weekends and holidays required during holiday season.

• Passionate about technology and the Internet.

• Sense of humor and ability to laugh at yourself and silly jokes a definite plus. 

• Communicate in a consistently professional, efficient and pleasant manner. 


Minimum Qualifications:
• Two to three years of customer service experience in an e-commerce environment

• Experience working independently with limited daily guidance. 

• Bachelor’s Degree or equivalent.

• Proficiency with MS Office Suite, Google Apps, Credit Card processing systems and CRM systems.
This position requires successful completion of test or assessments that meet or exceed our minimum threshold.

Location: Lower Queen Anne - Seattle



Compensation: DOE