Beyond Proper by Boston Proper
  • 02-Jan-2019 to 03-Mar-2019 (CST)
  • Boca Raton, FL, USA
  • 50,000.00
  • Salary
  • Full Time

Customer Experience Leader 

Boston Proper, headquartered in Boca Raton, FL, is a women's apparel and accessories retailer, with online and catalog channels, committed to inspiring the women we dress women who are fearlessly feminine, distinctively chic, and possess the poise and confidence to 'wear it like no one else'. 

Boston Proper is looking to hire an experienced customer service leader, with call center operations experience, to join us in building out a brand-new call center in southern Florida! You should be a proven leader who understands the value of building strong teams to drive results. You can lead and train a diverse team on delivering a superior customer experience. You will build strong relationships while converting new customers, increasing customer retention and providing exceptional service. You will focus on fostering culture holding true to the Boston Proper values that the customer experience center will embody in every interaction, acting as advocates for the Boston Proper brand from service, sales and most importantly, styling. A strong work ethic, ability to work in a fast-paced environment, effective communication and superior management skills are paramount to this position. 

You will supervise and direct call center activities (i.e. sales & service calls, customer follow-up activity, call flow, employee engagement, attendance reconciliation), communicate information up to the Director of Customer Experience, assist with departmental hiring, training, terminating, and preparing, administering, and signing reviews, develop team members through coaching and side-by side monitoring, and provide "on floor" support to call center team.  The leader dynamically manages all aspects of the call center floor using their best judgment to serve the team and our customers in a positive, timely and efficient manner. 



  • Hire, train, and prepare call center team to respond to customer questions, complaints, troubleshoot issues, upsell and cross sell merchandise to drive AOV and revenue goals 
  • Deliver best in class customer service through all customer contacchannels including phone, email, live chat, social media and feedback platforms 
  • Ensure call center team understands and complies with all call center objectives, performance standards, and policies 
  • Assist call center team regarding best practices or with difficult calls to resolve promptly and effectively, owning escalation when necessary 
  • Prepare reports and analyze data to assist management with call center goals 
  • Accountable for call center service levels  
  • Comfortable being empowered to make decisions; demonstrate sensibility and understanding for the financial implications of those decisions 
  • Identify operational issues and suggest possible improvements 
  • Create call center schedule, monitor attendance, ensure call center is properly staffed  
  • Measure call center staff performance against key KPI's 


  • Prepare and conduct all training documents to equip call center team with the knowledge and materials needed for catalog and merchandise launches 
  • Train team in the areas of customer service, company standards, policies and procedures 
  • Create a customer experienccenter culture by providing daily management and coaching of direct reports to promote positive communication and encourage teamwork in a sales center environment 
  • Coach team to ensure that individual employees and the entire team are consistently meeting and exceeding expectations 
  • Evaluate performance and conduct timely, informative reviews 
  • Conduct team meetings to ensure important information is shared with the team 


  • Minimum of a bachelor's degree 
  • 5-7 years of proven experience as call center leader 
  • Proficient with technology, especially computers, software applications (Microsoft Word, Excel and PowerPoint), and phone systems 
  • Excellent problem solving, leadership, organizational, time management and customer service skills 
  • Ability to exercise good judgement in ambiguous circumstances 
  • Patient, with a positive attitude 
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours 
  • Analytical, efficient and thorough 
  • Strong sense of urgency and attention to detail 
  • High comfort level working in a high pressure, fast-paced environment 
  • Professional demeanor, leads by example and self-motivated 
  • Exceptional interpersonal and communication skills including phone, email and chat etiquette 
  • Excellent negotiation skills and ability to influence and persuade on multiple levels 
  • Effective decision-making skills 
  • Strong leadership skills and ability to motivate required 
  • An understanding of the Boston Proper brand and culture, with an ability to use this understanding to deliver superior customer service to our customers 
  • Understanding of apparel products (i.e. fit and fabric) preferred 
  • Role may involve physical activity (lifting boxes, unpacking merchandise samples, etc) 
  • This position requires a flexible schedule - must be available to work weekends, holidays and peak periods 
  • Proficient in English; bilingual in Spanish or another language, preferred 
Beyond Proper by Boston Proper
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