- Supports the Senior Customer Care Advisors with the organization of the team's daily workload and re-allocating workload based on business needs and Service Level Agreements
- Set daily and monthly goals and motivate the team to achieve these goals. Re-aligns goals to track advisor performance
- Acts as the line manager for the US Customer Care team by delivering updates on individual team performance by leading biweekly check-in meetings and ensuring Senior Advisors are sharing performance statistics on a daily and weekly basis
- Responsible for employee schedule and ensuring there is enough coverage to provide support to our customers each day
- Ensures all operational activities such as order processing, customer returns, and backorders are managed and completed daily by the team
- Foster a result driven environment leveraging agent strengths & using gamification techniques, to meet & exceed department targets
- Drives retention and succession of Advisors and Senior Advisors by developing them into subject matter experts through coaching and support
- Confidently addresses staff issues by recapping the behavior and its impact and expressing the ideal outcome
- Supports Senior Advisors with the Quality Assurance program to ensure Customer Care Advisors are performing to the standards set by the department
- Displays a customer-centric approach at all times whether interacting with the customer directly or assisting the team with customer inquiries
- Acts as a confident first point of escalation for customer complaints
- Partners with Senior Advisors to ensure the North America Help Center content is up to date allowing customers to self-serve when necessary
- Leads by example in all areas including customer contacts, product knowledge, and workload
- Flags any unusual incident or recurrent issue that would have a negative impact to the customer experience to internal departments such as supply chain, trade, loyalty, organic social, etc. or external business partners such as the distribution centers and payment providers. Follows up on existing issues consistently until resolution is reached
- Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one-touch responses and reduce response times, queue times, and resolution times across all channels
- Owns the relationship between Customer Care, Supply Chain, and our 3 North American warehouses to ensure lines of communication are always open to decrease negative knock-on effects on the customer experience
- Participates in meetings and training with the Global Management team
- Minimum 4 years' experience in a call center environment
- Minimum 2 years' experience managing a team
- Sincere, patient, resilient, adaptable, and extremely positive attitude
- A data-driven, problem solver who is obsessed with the little details
- Must have strong computer literacy and be passionate about systems
- Excellent people skills backed up with excellent verbal and written skills
- Must have experience giving developmental feedback and is comfortable with 1 on 1 coaching
- Passionate about service, acts as customer advocate, and makes decisions based on the customer experience
- Experience working with multiple contact channels: email, voice, chat, and social. Experience with Zendesk preferred
- Previous experience with an e-commerce brand is required and beauty industry experience is strongly preferred
- Capable of building relationships with peers and key stakeholders across different time zones
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Customer Service Manager - New York, United States - Russell Tobin
Description
Russell Tobin is looking to hire a Customer Care Manager for a luxury makeup and skincare company in New York, NY for an approximate 6-month contract for maternity leave coverage. This is a key role within the Customer Care team supporting the Acting Head of Customer Care Operations with the management of all North American customer contacts and the performance of 6+ advisors. This person will oversee the customer service workload, be the line manager for the Customer Care Advisors and Senior Advisors, own the supply chain impact on the customer experience, and lead by example by demonstrating Charlotte Tilbury values.
JOB RESPONSIBILITIES:
JOB QUALIFICATIONS:
ABOUT US:
Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.
We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.
We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.
BENEFITS DISCLOSURE
Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - offer eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
EEO STATEMENT:
As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
