Customer Care Representative II/Coach

Job Title: Customer Care Representative II/Coach Reports to: Supervisor, Customer Care Location: Remote CO/Remote TX/Remote AZ The Role The Customer Care Representative II/Coach is responsible for providing excellent customer service. This position will act as a subject matter expert in all Deckers product lines (UGG, HOKA, Teva), systems, policies, and procedures. The Customer Care Representative II/Coach is will assist with promptly and courteously resolving customer challenges by being the first line of escalation, while maintaining a positive and professional attitude, will assist with supporting CCRI representatives with their questions, and act as a communication link between Level I Customer Care Representatives and the Team Lead. Your Impact The primary functions of this role, include but are not limited to: Answer inquiries from CCRI Representatives regarding general product and operational questions Act as first line of escalation to ensure customer challenges are resolved satisfactorily Assist as training support for new hire representatives Identify and propose solutions to bottlenecks, system issues, customer concerns, and productivity issues within the department Who You Are Interpersonal skills that enable you to work with people at all levels, motivate others, and guide peoples outlook to foster a positive culture Positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer, every time Able to establish rapport with all kinds of people, listen attentively, and focus on the most important issues to help resolve representative and customer concerns An excellent communicator that is able to explain things in a way that is clear, concise and easy to understand Wed love to hear from people with Excellent organizational skills with ability to perform multiple tasks and adjust quickly in short timeframes with limited direction Initiative and creative mindset One or more years of customer contact handling utilizing both written and verbal communication, assisting front line reps preferred Proficiency with technology and its function as a resource for solving problems A demonstrated track record of meeting KPIs, Metrics and Goals A working knowledge of Microsoft Office The ability to work any assigned shift within Customer Cares hours of operation A flexible schedule and the ability to work overtime as needed What We'll Give You Competitive Pay and Bonuses - Weve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much theyre valued. Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future. Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees needs to get out, get healthy and come back stronger than ever. Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras Growth and Development - Deckers Brands was built on the idea of pursuing passion. Thats why we offer extensive opportunities and support for personal and professional development. Health and Wellness - Theres nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle. Denver, CO - $22.50/hr The salary range posted reflects the minimum and maximum target for new hire salaries for this role in our Denver, CO Call Center. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process. Equal Employment Opportunity Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity. More than Just a Footwear Company From our corporate offices to our global retail stores, theres a curious, independent spirit thats distinctively Deckers Brands. Were about giving people the freedom to pursue their passions. And were committed to helping them succeed; to become their best selves. Thats why were about more than work, the 9 to 5 or daily grind. Were about opportunity - opportunity to create, to grow and to have an impact. As we work to become better at everything we do, how we better the world matters, too. Our products and brands are loved, no doubt about it. But the difference we make in peoples lives begins with our people, right here at Deckers Brands. Were adventurous, spirited, unafraid of new challenges and willing to take chances. We are always ready to rally around a cause. Put simply, we want all of our people to thrive - to reach their full potential and have fun while doing it. Because in the end, Deckers thrives when our people thrive.