Global Client Service Senior Manager

"At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of diversity and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive." L.L.Bean is looking for individuals to join our team of Work-From-Home Customer Service Representatives!In this temporary role, you'll be the friendly voice welcoming customers to L.L.Bean, placing orders, and answering questions – all from the comfort of your Maine home office. We take calls from 8AM-8PM everyday and expect to extend this to 10PM during our peak calling season from Thanksgiving until Christmas.We are looking for people who have:• An interest in providing excellent customer service• Strong communication and interpersonal skills• The ability to learn new systems quickly• A quiet, dedicated workspace in your Maine home• A tech-savvy spirit with a computer, internet, and webcam all of which meet our requirements (details below)Here's what makes this work-from-home opportunity in Maine stand out:• Competitive pay: $16/hour or more!• Flexible scheduling: Prioritizing candidates with maximum availability we do require at least 24 hours of weekly availability. Additionally, we need our employees to be available to work on our busiest days of Mondays & Tuesdays as well as at least one weekend day.• Delight our customers: Be the friendly voice that helps with orders, answers questions, and keeps the L.L.Bean experience legendary.• Be part of the L.L.Bean family: Enjoy a generous employee discount, participate in a 401k plan, borrow gear for outdoor adventures, and more!• Work from the comfort of your Maine home office.Ready to join the adventure? Review more specific expectations below:The L.L.Bean Home Agency program requires you to have the following in your proposed home office - you will be asked to send photos of your home office set up for approval.A computer and Internet Service that meet all system requirements listed below. NOTE: there are no exceptions:• A Personal Computer• A Webcam installed and ready to go• A separate headset with a microphone with a USB connection is required for MS Teams video calls• Monitor at least 17” (most Home Agents prefer 24”)• Full-size keyboard with the number pad• Mouse with scroll wheel• A separate keyboard and mouse with a scroll wheel is required if using a laptop• Power strip surge protectorOperating System:Windows or Mac only. Chromebooks/Chromium and other Operating systems are not compatible.• Windows 10 or above (Windows S mode is not compatible)• For Mac: macOS Monterey 12.6.8, macOS Ventura 13.5.1, or macOS Sonoma 14.5• 8 GB of RAM minimum, 16 GB preferredBroadband InternetMinimum acceptable speeds are below. A faster service provides a better experience.• Download – 25 Mbps• Upload – 5 Mbps• Satellite service is not allowed due to inconsistent service levels that have impacted customers.Modem/Router• Modem/Router must have an available port for the phone connection. L.L.Bean provides an IP Phone which requires a wired internet connection to your modem/router.• The modem must be accessible, within 10 feet of the phone, and have an available slot for the phone connectionL.L.Bean Home Agents must have an existing phone (Cell phone or existing landline in the event of an emergency).Workspace requirements:Home Office must be in Maine.A separate workspace in the house that is quiet and free from noise/distraction because:• The Payment Card Industry (PCI) standards require customer information not to be viewed or overheard by third parties. For this reason, we have strict security standards that require a separate workspace.• Customers should have a superior service experience when calling us – household noises such as dogs barking; clocks chiming, etc. can have a negative impact and must be avoided.• A desk and chair that allows the Home Agent to work safely and comfortably (incorporate good ergonomics)L.L.Bean supplies:• Phone (VoIP)• Headset, power brick, and cables• Software downloads to access our L.L.Bean systems securelyInterview Requirements:A PC or laptop with a webcam. An internet connection - see specifications below.Interviews, onboarding, and training are conducted over a TEAMS video call. (similar to Zoom). Part of the interview is a computer skills assessment that is observed. Qualified candidates are asked to schedule their own interview and receive a TEAMS link in advance of the interview.If you are hired, and your home office location is within 2 hours of Freeport, you must also be able to get to our Freeport Campus so you can pick up your L.L.Bean equipment. Once you are set up, virtual, web-based training classes are scheduled separately. Again, a web camera is required.At L.L.Bean we understand that it is everyone’s responsibility to create and foster an inclusive environment where everyone can be themselves at work and make it easy for others to do the same.Health and Safety RequirementsEvery employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions, or at-risk behaviors to leadership, and conducting work in a safe manner."If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you! At L.L.Bean, we believe the outdoors brings out the best in all of us. We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote diversity, equity, inclusion, and sustainability."