Customer Service Lead - Hybrid
HybridBoulder, Colorado, United States
Job Summary
Accept and resolve complex customer service cases via email and phone, focusing on technical and mechanical issues within the luxury product segment. Manage communication and scheduling for a network of contracted field technicians while completing invoicing within one business day of receipt. Serve as the first point of escalation for complex issues, demonstrating calm problem resolution, and provide initial department-level training and mentorship for new team members. Consistently meet or exceed department KPIs for resolution time and customer satisfaction. This full-time, non-exempt role includes comprehensive health coverage, retirement matching, and commission eligibility. Join a team committed to superior design and lasting comfort in the health and wellness space.
Required Qualifications
- Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment
- Efficiently manage all communication and scheduling for our network of contracted field technicians
- Complete technician invoicing within one business day of receipt
- Meticulously process warranty and manufacturer billing according to defined schedules
- Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution
- Provide initial department-level training and mentorship for new team members
- Champion department best practices
- Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction
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