Customer Service Director

7 days ago

Columbia, Maryland, United States 3 Day Blinds Full time

About 3 Day Blinds

3 Day Blinds is a leading national retailer and manufacturer of quality custom made blinds, shades, draperies, and shutters. We help transform our clients' homes and workplaces by offering a wide variety of products that add beauty and comfort to every space.

Job Summary

The Customer Care Manager contributes to the success of 3 Day Blinds through their monitoring of the efficiency of the customer care department and applying methods to improve processes, including customer service, case management, de-escalation, data analysis, ongoing training initiatives, and implementing new technology.

Key Responsibilities

  • Monitor and provide feedback on Agent, Team Lead, and Supervisor job performance regularly
  • Propose and execute strategies to drive results and help achieve department KPIs, such as Average Handle Time, Agent Availability, Quality Assurance/Customer Satisfaction, Schedule Adherence, Speed to Resolution
  • Conduct call monitors and case audits to ensure the highest level of service
  • Review reporting on team performance and provide specific, measurable, attainable, realistic, and time-bound goals to achieve department objectives
  • Support the documentation of performance trends to help identify training opportunities and provide feedback to supervisors, team leads, and front-line team members
  • Take ownership of and continually work to improve department processes and projects to improve results and reduce errors
  • Monitor appropriate contact center performance goals and implement programs to continually drive results and build team skills

Requirements

  • Minimum 5 years of experience in a contact center leadership role
  • Availability to work business hours of operation, Monday through Friday, with an occasional need to support on Saturdays
  • Experience leading a distributed workforce
  • Background in project management or other cross-functional leadership positions
  • High school degree or equivalent
  • Bachelor's Degree preferred
  • Excellent verbal and written communication skills

What We Offer

  • Competitive pay and benefits, including medical, dental, vision, paid time off, and a 401(k) plan with employer matching
  • The opportunity to work in a high-performance, dynamic culture and entrepreneurial work atmosphere

How You'll Contribute

As a Customer Care Manager, you will ensure our internal and external clients receive the superior client experience that is part of our brand promise and Core Values. You will work collaboratively with the leadership team to support front-line agents in handling phone calls and email requests efficiently, effectively, and accurately.

Attributes for Success

  • Thorough understanding of contact center technologies, employee development, and training best practices, particularly Nice inContact
  • Experience with CRM systems as it relates to customer life-cycle management, engagement, and retention
  • Customer Service best practices and philosophies
  • Strong relationship-based service skills, with demonstrated customer service orientation
  • Microsoft Office Suite, particularly Excel and PowerPoint
  • Effective decision-making skills, independently and as a member of a group
  • Strong interpersonal and communication skills
  • Collaboration and delegation of tasks
  • Prioritization of work and multi-tasking in a fast-paced environment
  • Strong follow-up skills
  • Adaptable to change and introduction of new technology

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