AKIRA Customer Experience Supervisor

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 35+ stores across the United States, as well as a thriving eCommerce business (shopAKIRA.com.) AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand.

AKIRA’s culture has one very large, distinct difference from other high fashion competitors: Fanatical, Obsessive Attention to the consumer’s needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

The Position:

Customer Experience Supervisor

Location:

Chicago, IL (On-site)

Overview:

This role will be responsible for providing exceptional customer service to both our customers and front-line contact center specialists. In addition to taking initial customer contacts, this individual will assist with customer escalations, administrative tasks, and be a systems and process expert. They will be the go-to for our contact specialists when they need additional support and guidance regarding anything customer service. They will partner closely with leadership to ensure department KPI’s are being met and that we are providing the best possible service across all channels. This team member must have a problem-solving mindset, be self-sufficient, can pinpoint areas of inefficiency, and take action! If you pride yourself on excellence and want to be a part of a like-minded team, this may be the position for you! We work hard and have fun!

Essential functions:

• Serve as the voice of AKIRA in delivering an excellent customer experience via chat, email, and phone
• Take ownership of highly escalated customer contacts and support front line agents with challenging customer and system situations
• Partner with management on customer trends and come up with actions to resolve them
• Provide timely and thorough resolution to customer inquiries. These may include, but not limited to, product details, order status, shipping information, or other troubleshooting as needed from both online and in-store interactions
• Must be able to run concurrent channels (phone, chat, email) simultaneously while assisting contact center team
• Handle payment processing and inquiries, along with other sensitive information
• Navigate through various systems to resolve issues
• Keep detailed records of customer interactions and transactions by efficiently and accurately recording inquiries, comments, and the occasional complaints
• Monitoring actions taken and escalating them to the appropriate individual(s)
• Customer correspondence regarding claim investigation results and any planned adjustments
• Ability to gauge tone and display empathy to ensure a positive customer experience
• Ensure appropriate changes have been made to resolve customer issues
• Meet daily individual and team goals by managing time and meeting expectations for productivity
• Acts upon feedback provided by leadership for maintaining or improving performance
• Able to give constructive and positive feedback to team and leadership
• Achieves high measured customer satisfaction both internally and externally
• Participates in staff training and skill development
• Champion other responsibilities as assigned

Preferred Qualifications:

• Bilingual English/Spanish

Qualifications:

• 3 years of relevant experience in a customer-facing role; preferably in a contact center
• 1 year in a supervisory role or equivalent; preferably in a customer-centric, retail environment
• You must be highly motivated and driven to succeed
• Action and goal-oriented, as well as KPI driven
• Must be confident in decision-making and communicating change
• Proficient in Google Suite and/or Microsoft Office Suite. Must have very strong organizational skills with attention to detail
• Ability to work as a team member, as well as independently with little guidance
• You thrive in a fast-paced work environment and embrace solving complex challenges
• You are a collaborative and hard-working problem solver, who leads by example
• Exceptional work ethic and motivation to meet strict deadlines
• Excellent written and verbal communicator
• Outstanding organizational skills, with keen attention to detail and diligent task follow-through

Diversity & Inclusion:

At AKIRA we believe that treating everyone in a first-class manner is essential to fostering an inclusive environment that reflects our values and our community. This is deeply rooted in our company's principles, culture, and fashion. We continuously strive to cultivate a company where employees feel a sense of belonging and contribute to a culture that values differences, ideas, and experiences. Our unique workforce is directly linked to our success and makes us stronger collectively.

Benefits and Perks:

AKIRA offers competitive benefits for full time employees, including Medical, Dental, Vision, Pet, Life, LTD, FSA/HSA/Dependent Care FSA, Flex Transit (CTA), 401(k), and employee discount. We are committed to encouraging internal development and providing significant career enrichment opportunities. Most importantly, what has propelled AKIRA’s growth and success over the years has been the dynamic culture within the company - if you’re filled with passion, have a strong desire to get things done, and if you want to go to a place where you know your work matters and where you can implement your ideas and decisions, then AKIRA just might be the place for you.

Job Type: Full-Time In-Office