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Manager, Retention and Recovery

2 months ago

Naperville, United States Crate & Barrel Full time

Crate and Barrel Company Intro:

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Manager, Retention & Recovery


A day in the life as a Manager, Retention & Recovery

Effectively lead the Customer Care Supervisor, and associate teams to achieve Customer Care goalsCreate and maintain a working environment that inspires and encourages the growth and engagement of associateManage all aspects of performance, development and coaching and corrective action of direct reports to encourage professional growthPlan and facilitate consistent routines to communicate pertinent company, operational, system, product, Human Resources and/or departmental issues on a timely basis, and take action on feedback or information receivedUnderstand how to foster an environment of collaboration and best-practice sharing among associatesMaintain a supportive, positive presence with supervisors and associates and ensure contact center supervisors are accessibleCoach Customer Care supervisors on compliance and adherence to consistent company processesPartner with the workforce team to manage staffing using the schedule, attendance log, and phone system to ensure quality customer interactions and to achieve service goals.Partner and collaborate with all Customer Care Leadership including Operations,and Training to promote process adoption, support positive change management and ensure a consistently positive customer experienceDevelop, implement, and monitor KPIs for monitoring associate and operational productivity and performance; analyze performance data and recommend strategic changes that will drive improvement in Contact Center performanceManage departmental expenses against the budgeted plan using reforecast and best practice strategies for maintaining or exceeding service goalsCreate and manage special business programs i.e. New Hire Onboarding, Leadership Development Programs, etc, as needed based on leadership assignment in order to reach performance metrics, manage retention and promote efficiency and effectivenessAbility to drive increased revenue through upselling, cross selling, CBCC, etc.With the Associate Director create a feedback loop to effectively provide cross funtional partners actionable feedback to improve customer experience. Removing disruptions for customers.

What you’ll bring to the table…

Ability to coach and develop supervisors and associates by providing timely feedback and directionExcellent problem solving skills and can-do attitudeExcellent reading and written language skills (English), good math skillsExcellent knowledge of Contact Center operation, technologies and key performance indicatorsAbility to make sound decisions quickly in a fluid environmentExcellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environmentExcellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of peopleExcellent data entry, typing and computer skills.Thorough working knowledge of email, internet browsers, and Google platform.Proven experience in customer retention, feedback management, and escalations handling.Analytical mindset with the ability to use data to drive decisions.Proactive approach to customer satisfaction and problem-solving.Familiarity with customer relationship management (CRM) systems is a plus.

We’d love to hear from you if you have…

7+ years experience in customer service or call center environment (direct to consumer or ecommerce organization preferred)5+ years experience in a leadership role, or equivalentBA in a related field

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