eCustomer Care Team Lead

Overview

Great brands reflect culture. The best ones help shape it. At Foot Locker, we’re rooted in sport, powered by style, and driven by the communities that move both. From Foot Locker and Kids Foot Locker to Champs Sports, WSS, and atmos, our brands sit at the intersection of sport, style, and self-expression.

As part of the DICK’S Sporting Goods family, you’re backed by the resources, reach, and career opportunities of a world-class sports company. That unleashes Foot Locker to keep pushing forward with the agility and edge that define the brand. We’re looking for great people who want to influence culture and the generation that is shaping what’s next.

Whether you’re building strategy, shaping innovations, or creating unforgettable customer moments, you’ll contribute to decisions and experiences that define our brands’ impact in the communities we serve.

Come change the game with us. Apply today!

We are looking for a Team Lead to support and develop the eCustomer Care team while continually improving how they deliver a great customer experience.

This position is located on-site in our Wausau, Wisconsin office.

Schedule: Monday-Friday 11am-7pm

Next available training start date: September 14

Training: You would attend 3 weeks of Customer Care Training from 1pm-5:30pm. Additionally, there would be in-department training during your regularly scheduled shifts.

Responsibilities

• Assist Supervisors with direction of workflow, including emails, chats, phone work, and special projects to ensure Specialists meet all service level standards set within the department
• Assist Specialists with customer inquiries by collecting information and assisting with formulating responses or resolutions to the customer’s inquiry, question, or complaint
• Forward customer inquiries, if applicable, to department Supervisor(s) or corporate office for proper responses
• Train new and current associates on department policies, procedures, and programs used to do daily work
• Assist Supervisors with hiring, corrective action, administrative tasks, and special projects as assigned, including productivity and quality reviews
• Support Corporate Social Media initiatives and ensure timely monitoring and reporting of social channels are conducted daily and weekly
• Communicate issues and concerns from Specialists to Supervisors for follow-up
• Acts as a back up for the eCustomer Care Supervisor
• Perform all duties and responsibilities of the eCustomer Care Specialist position

Qualifications

• Excellent written and verbal communication skills
• Demonstrated customer service experience
• Computer proficiency, including multi-tasking and Microsoft Office Suite
• Problem-solving and leadership capabilities
• Energetic, positive, and team-oriented attitude

At Foot Locker, we value innovation, authenticity, and integrity in all that we do.  To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments.  To ensure a smooth and secure experience, please review the following guidelines:

• Cameras must be on for all virtual interviews.
• AI tools are strictly prohibited during interviews or assessments.

We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience.

Benefits

Pay rate: $18.50 / hr

• Paid time off: 8 personal days & 10+ vacation days per year, plus holidays
• Medical / dental / vision / life insurance options
• 401(k) with company match and Roth option
• Casual dress code – wear your sneakers to work!
• Opportunities for advancement
• Employee Resource Groups
• Education reimbursement program
• Learning and development opportunities