What are the responsibilities and job description for the Customer Care Coordinator position at Lids?
About Our Company
Lids, operating within Lids Holdings, Inc. is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the U.S., Canada, the UK, and Puerto Rico. Operating out of Indianapolis, IN, Lids retail stores and affiliated concepts offer officially licensed headwear from collegiate teams and major professional sports teams, as well as branded headwear and other specialty fashion categories in the latest styles and trends in over 1,200 locations.
General Description
The Customer Care coordinator, under the management of the Sr. Customer Care Manager, acts as the liaison between the corporate office and our customers to ensure consistent and accurate communication; act as a partner to ensure policy and procedure compliance.
Principle Duties and Responsibilities
- Manage the in-store complaints process, partnering with all departments to align on how to resolve customer care complaints and work on solutions to better serve customers.
- Guide the Customer Care Specialist team on processes to take and oversee any issue needing a solution outside of the normal responses.
- Maintain and oversee customer communication portal/inboxes to ensure the Company is responding to customers within the designated timeframe; this includes working with the other Customer Care team members to ensure timelines are met.
- Monitor and coordinate flow, quality and quantity of data, projects, and requests for customer care team to meet the strategic goals of the Company.
- Review and evaluate analytics of all businesses to implement improvements to the customer care process.
- Partner with and run meetings with all departments to align on customer care complaints and work on solutions to better serve our community.
- Communicate with, and at times advise, employees at all levels of the company.
- Other duties as assigned.
Job Required Knowledge & Skills
- Bachelor’s Degree in business or related field, plus 2 years relevant experience or; Associate’s Degree in business or related field, plus 3 years relevant experience or; equivalent combination of education and experience.
- Proven ability to perform independently with minimal supervision
- Strong interpersonal skills.
- Excellent written and verbal communication skills.
Reports To
Manager, Customer Care
#LI-MA1
EEO Statement:
Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law. Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.
Notice to Applicants:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.
Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application, please email us at onboardingsupport@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address and is only for individuals seeking accommodation when applying for a career at Lids.
Req ID: 10918
Location: Corporate Office
