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  • Job ID
    2018-4320
    # of Openings
    1
    Location & Region : Name
    Warehouse
  • Overview

    Call Center Customer Service Manager

    The Call Center Customer Service Manager is responsible for supporting the omnichannel customer experience which includes the supervision of all daily customer service activities, support of the brand/culture and Customer Service Rep (CSR) skill development.  This position is based in our Distribution Center in Forest Park, IL.

    Position Goals

    • Develop a weekly metrics system to report, analyze and improve performance and define benchmark standards for CSRs and department based on business needs
    • Define and develop CSR skill sets and strengthen product and system knowledge across all associates
    • Improve customer experience through updates and changes to our current call monitoring, customer email process, customer feedback and interdepartmental feedback
    • Manage overall responses to customer inquiries to increase satisfaction, while providing tools and knowledge to decrease time per interaction
    • Lead by example in all interactions with customers and always providing the gold standard for customer service
    • Develop sales-driven programs that will increase sales and reward employees
    • Develop and maintain strong relationships with store associates and corporate level employees
    • Implement principles consistently with team

     

    Responsibilities

    • Hire and plan onboarding of new hires from initial screening through training
    • Report weekly call center metrics to senior leadership
    • Assigns daily responsibilities across emails and voicemails
    • Monitor and participate in the daily management of customer relationships
    • Proactively raise product quality and customer issues, seeing each issue through to resolution
    • Supervise of performance improvement goals and development of training programs
    • Daily supervision of call center employees including on the spot coaching, verbal and written communication
    • Analyze call center volume to create scheduling patterns and time card approval for call center employees
    • Manage workload and morale of group and present in weekly team meetings
    • Develop and maintain a creative culture with monthly product knowledge sessions
    • Other duties and assignments that may be required or necessitated as a result of change in the job requirements

    Qualifications

    • Prior experience in customer service, including some supervisory experience
    • An eye for detail, strong communication skills and creative problem solving
    • Customer service driven
    • Computer literate, with an extensive knowledge of Microsoft Word and Excel

    Job Type: Full-time

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