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Customer Service Center Manager
2 months ago
Our Commitment to You :
Lunds & Byerlys is dedicated to supporting the employees who serve our customers. We strive to foster work environments rooted in the principles of hospitality, collaboration, and opportunity. Lunds & Byerlys is devoted to offering equal opportunities to all interested and qualified candidates.
A little bit about us : we might be for you if you are looking for a...
Strong culture based on values, family, and teamwork. These words are not just tossed around; they are at the core of who we are.
"Great place to work" - we are recognized as a Top Workplace by StarTribune.
Hometown team with a cherished brand and solid reputation.
JOB SUMMARY
This position is accountable for the daily operations and management of the Lunds & Byerlys Corporate Call Center through the effective utilization of assigned resources.
This individual is tasked with ensuring that calls are addressed within established time standards and handled in a professional manner.
ESSENTIAL DUTIES & RESPONSIBILITIESThe following description of work to be performed by this individual is not intended to be all-inclusive. Rather, it focuses on the major tasks that must be accomplished. There are many necessary activities to satisfy any of the following performance guidelines.
Implement strategies and technologies to enhance first call and electronic communication resolution, manage customer expectations, and cultivate strong internal relationships.
Analyze call center performance using various reporting tools. Provide timely and accurate information to management.
Coach, mentor, and lead direct reports to achieve the goals of the location plan and personal objectives for each staff member.
Recruit a team to deliver exceptional customer service and implement industry best practices as they pertain to a customer care center.
Train and develop staff, including performance evaluations, performance management, and general supervision of staff.
Resolve or redirect calls/electronic communication promptly. Maintain established service standards.
Review financial performance reports and analyze and interpret data to identify opportunities for cost savings through efficient resource planning, including labor.
Perform all other related assignments (including special projects) as required in a professional and cooperative manner.
MINIMUM QUALIFICATIONS
Education
Bachelor's degree in business or equivalent knowledge.
Experience
Three or more years of experience within a related technical/functional work area.
Prior team leadership experience.
LFHI Competencies expected of all employees include: action-oriented, effective communication, customer focus, and instilling trust.
Other required Knowledge, Skills, and Abilities:
A service-oriented individual with a high energy, positive, and friendly demeanor.
Ability to respond to continually changing priorities and coordinate multiple projects.
Strong computer skills (Outlook, Excel, Word).
Excellent customer service, interpersonal, communication, and problem-solving skills.
Strong organizational abilities.
Project management, sound judgment, and decision-making abilities.
Ability to delegate and follow through.
Ability to provide motivation and leadership.
Ability to read, write, speak, and comprehend English.
OTHER REQUIREMENTS/EQUIPMENT USED, IF APPLICABLE
Equipment Used
Office Equipment (this may include computer, phone, printer, scanner, copier, and fax machine).
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