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Client Relations Manager

4 months ago

Dallas, United States DrDelphinium Designs + Events Full time
Job Type

Full-time

Description

Our Client Relations Manager plays a critical role in helping us maintain our reputation as a leader in the floral/service industry. They are responsible for developing the skills and capabilities of their team members. The Client Relations Team strives to gain new customers, drive customer loyalty, and achieve superior customer service.
  • Ensure all Client Relations Admins have the knowledge, skills and materials to answer customers' inquiries, request of orders, and/or resolve problems quickly and effectively
  • Implement, review and improve all call center policies, procedures and service standards.
  • Ensure proper staffing levels are met and maintained within the department (scheduling)
  • Handle escalated customer complaints or issues
  • Collaborate with other departments concerning product or service issues
  • Ensure all customer are being serviced correctly and given high priority
  • Maintain up to date knowledge of POS
  • Partner with the HR Department to continuously monitor department KPIs, centered around the Client Relations Quality Assurance programming
  • Provide coaching and feedback, including formal corrective action to team members
  • Conducts annual performance reviews

Requirements

  • 3+ years of leadership experience preferred
  • Guest service mentality; is sociable and friendly and has a genuine desire to serve the customer.
  • Influencing, leading and delegating abilities
  • Critical thinking, decision making and problem solving skills
  • Excellent verbal communication and listening skills
  • Self-starter who is energetic and flexible
  • Detail oriented with strong organizational skills
  • Maintains a calm, tactful demeanor when dealing with difficult situations.
  • Prioritizes responsibilities to achieve results
  • Identifies additional tasks to be completed and willingly assists others.
  • Excellent computer skills including MS Word and Excel
  • An eye for creativity and design