Customer Service Director
1 month ago
About the Role:
As a Customer Care Manager at Morris Furniture Company, INC., you will lead a team of Customer Care Agents, Specialists, and Supervisors. Your primary responsibility will be to provide ongoing coaching, training, and feedback to ensure high-performing professionals deliver exceptional customer service via phone, email, or chat. You will be expected to drive upstream process improvements to reduce inbound contacts and enhance Net Promoter Scores (NPS).
Key Responsibilities:
- Plan, prioritize, train, and collaborate with your team to achieve Service Level Agreements (SLAs)
- Analyze relevant data and create reports to identify customer service opportunities and root cause analysis to reduce friction
- Develop and implement strategies to improve quality of service, productivity, and profitability
- Complete performance reviews for all employees in the department, establishing clear expectations and providing monthly coaching and performance feedback
- Maintain and create dashboards and reports to monitor reduction in calls as new initiatives are implemented
- Provide proactive follow-up for all assigned escalated customer issues
- Implement new technologies to help manage work assignments by benchmarking tools and create proposals for Executive approval
- Oversee new hire training and ongoing training initiatives for the team to drive quality interactions
- Work on special projects with internal and external partners to drive NPS improvements
- Other duties as assigned
- Manage multiple, ongoing, and high-priority assignments simultaneously
- Work independently
- Associate's Degree in Management or Business
- Bachelor's Degree preferred
- 5-7 years of customer service experience in a call center environment
- 2-5 years of experience managing employees in a fast-paced environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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