Things Remembered

  • Customer Service Manager

    Job Location US-OH-North Jackson
    ID
    2018-22142
    Category
    Management
    Street Address
    500 South Bailey Road
  • Overview

    General Summary

    The Manager, Customer Service is responsible for creating the best first and lasing experience for every customer to ensure long-term loyal customers.  Everyone is an important customer, including our store Teammates and the Teammate sitting next to you.  Our obsession is in delighting all of our customers. 

     

    The Manager, Customer Experience is a business owner who:

    • Is a self-motivated and self-directed champion of the Customer Experience
    • Demands the best first and lasting experience for every customer to ensure long-term, loyal customers
    • Ensures the highest level of customer care possible through: strategizing, leading, developing and retaining a top-quality team
    • Is driven to exceed Sales Center metrics

    Responsibilities (Essential Functions)

    Responsibilities for the External and Internal Customer Experience:

    Business Performance

    1. Ensures every customer receives a quality experience and they are satisfied with the outcome
    2. Ensures all Key Performance Indicators are met to exceed sales plan
    3. Makes all decisions and plans from a sales and customer experience perspective
    4. Sets the tone and creates a welcoming and engaging work environment
    5. Creates a weekly action plan that identifies opportunities and solutions to enhance efficiency
    6. Identifies necessary training needs of each individual and is responsible for execution (workshops, cross-training, eLearning courses, etc.)
    7. Accurately forecasts staffing needs and scale for unplanned and planned ramps while maintaining performance and cost efficiencies
    8. Manages queue to ensure that calls are answered and managed meeting standards
    9. Ensures effective use of social media to drive engagement and resolution
    10. Creates and manages customized outbound emails ensuring brand quality

     

    Leadership

    1. Models the required behaviors that drive the outstanding customer experience
    2. Interviews all candidates and is part of the hiring decision during non-peak; drives the process during peak
    3. Accountable for retention and attendance
    4. Ensures focus on developing the team and brand culture
    5. Diagnose weekly underlying performance opportunities and provides direction to improve/enhance performance; monitor and track improvements of the team
    6. Coaches and motivates in the moment to deliver the Key Performance Indicators
    7. Ask for, accept, and use feedback for self and team to drive business improvements
    8. Collects and synthesizes information from analytics to improve the business
    9. Successfully balances the needs of the customer while balancing the needs of the organization

    Qualifications

    Skills and Abilities

    1. Displays a commitment and passion for creating customer amazement; leads by example
    2. Demonstrates outstanding leadership in providing the customer experience
    3. Self-starter, professional, demonstrates initiative, resourcefulness
    4. Ability to respectfully interact with all people, treat everyone like they are important
    5. The ability to conduct daily training and coaching sessions
    6. Advanced computer knowledge and skills including Microsoft Office and various database programs
    7. Strong organizational expertise, attention to detail and follow-up skills
    8. Excellent analytical, decision-making and problem-solving skills
    9. Highly developed active listening skills; listens to learn
    10. Able to manage a fast-paced and changing team environment
    11. Able to work a variety of shifts including days, afternoons, evenings, weekends and holidays

    Education and Experience

    1. High school diploma or GED
    2. Bachelor’s degree required or related experience at manager level
    3. Five+ years of experience managing a high volume customer service call center

     

    Work Environment/Physical Demands

    • The noise level in the work area typically remains at a low level but may vary to moderate depending upon the physical location in the department
    • The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job.

     

    While performing the duties of this job, the teammate will encounter the following:

     

    Physical Abilities

     

     

    Lift/ Carry

     

    Stand

    O (Occasionally)

    10 lbs. or less

    O (Occasionally)

    Walk

    O (Occasionally)

    11-20 lbs.

    O (Occasionally)

    Sit

    C (Constantly)

    21-50 lbs.

    O (Occasionally)

    Handling/Fingering

    C (Constantly)

    51-100 lbs.

    N (Not Applicable)

    Reach Outward

    F(Frequently)

    Over 100 lbs.

    N (Not Applicable)

    Reach Above Shoulder

    O (Occasionally)

    Push / Pull

     

    Climb

    N (Not Applicable)

    12 lbs. or less

    O (Occasionally)

    Crawl

    N (Not Applicable)

    13-25 lbs.

    O (Occasionally)

    Squat or Kneel

    O (Occasionally)

    26-40 lbs.

    O (Occasionally)

    Bend

    O (Occasionally)

    41-100 lbs.

    N (Not Applicable)

     

    N (Not Applicable)

     

    Activity is not applicable to this occupation.

    O (Occasionally)

    Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

    F (Frequently)

    Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

    C (Constantly)

    Occupation requires this activity more than 66% of the time (5.5+ hrs./day)

     

    Specific vision abilities required by the job include: close vision, distance vision, peripheral vision, color vision, depth perception, and the ability to adjust focus.

     

    Average hearing is required for interacting with Teammates and customers.

    IMPORTANT

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