CUSTOMER EXPERIENCE REPRESENTATIVE LEAD REPORTS TO: ASSISTANT CUSTOMER EXPERIENCE MANAGER STATUS: NON-EXEMPT Summary Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another’s achievements, and most importantly support each other. At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves “Partners.” With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community. Our vision is to offer everyone a piece of the American spirit – one handshake at a time. The CER Lead is the first point of contact for partners regarding escalated issues and for resolution. They are an active promoter of Boot Barns Core Values, enthusiastic, and dependable. This role will also be responsible for taking calls during peak season periods in addition to covering ACD and/or assisting with special projects. A Lead CER creates and maintains a high-quality work environment, so team members are motivated to perform at their highest level. The ideal candidate represents Boot Barn and the Customer Experience team by remaining positive, professional, and providing spectacular quality service to all customers. Essential Duties and Responsibilities Acts as first level escalation point for internal helpdesk calls and external customer calls. Mentors’ new hires and encourages the development of CER’s. Assists CER’s with procedural and product related questions. Monitors and responds to social media posts and messages Researches and responds to customer inquiries Monitors interdepartmental communications and follows up as needed Monitors third party retail marketplaces and responds to customer inquiries Assists supervisors with daily operations of the call center Directs CER's and communicates phone coverage needs by ensuring CER's are available and adhering to their assigned schedules. Collaborates with the training department in areas of need and ensures team members are provided with the training tools needed to do their job proficiently Monitors orders needing customer follow-up and delegates call backs as needed Partners with the CSR Supervisor to ensuring sufficient staffing for incoming calls by managing representatives break schedules Monitor employees’ performance and rely any areas of opportunity to the training department. – Providing support and direction to employees so that calls are answered in a timely, efficient, and knowledgeable manner Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management Demonstrates high level of quality work, attendance and appearance Adheres to all Company Policies & Procedures and Safety Regulations Adheres to local, state and federal laws Performs any other duties that may be assigned by management Understands and complies with all company rules and regulations Qualifications Minimum 1 year of customer service experience Must be punctual and dependable Superior ability to provide quality customer service Strong Organization skills and the ability to multi task Competencies Adaptability Communication Decision Making Initiative Innovation Motivator Organization Professionalism Results Orientated Boot Barn Benefits & Additional