Customer Care Team Manager
PGA TOUR Superstore, co
- # Customer Care Team ManagerApplylocations: Roswell, GAtime type: Full timeposted on: Posted Todayjob requisition id: JR7084**Overview**At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.**Position Summary**The Customer Care Team Manager leads, coaches, and develops a dedicated team of 8-12 Customer Care Associates within the Customer Care Center, with the majority of the role devoted to direct people leadership: daily coaching, performance development, and real-time support. This is a front-line manager position with full supervisory responsibility for an assigned team, directing daily work, managing performance and attendance, and ensuring the team meets or exceeds the key performance metrics of the Customer Care Center.In this role, you will provide daily direction and coaching to your team, manage schedules and attendance, contribute to hiring and staffing decisions, and provide oversight of day-to-day Customer Care operations. While you will provide operational oversight and step in to support Customers when needed, hands-on operational tasks are secondary to your primary responsibility of building and leading a high-performing team.**Duties and Responsibilities:*** People Leadership & Coaching:* Directly supervise a dedicated team of Customer Care Associates, providing daily direction, real-time coaching, and hands-on support.* Build and develop a team of passionate and knowledgeable Associates who strive to make the Customer the #1 priority by focusing on delivering world class experiences.* Lead by example and foster an environment of coaching, active listening, transparency, inclusion, professional growth, and support, including performance reviews, corrective actions, and regular constructive and positive feedback.* Conduct regular one-on-ones, team huddles, and coaching sessions to drive individual and team development.* Manage day-to-day performance: set goals, monitor progress against key performance indicators, and address performance gaps through coaching and corrective action.* Approve and manage associate schedules, time-off requests, timecards, and attendance in accordance with company policy.* Provide meaningful input on hiring, onboarding, promotion, and staffing decisions; interview and retain associates with the right skills, area-specific expertise, and Customer-first mindset.* Implement and execute training, development plans, coaching, and Standard Operating Procedures set in place for the team.* Respond quickly to escalated or negative Customer experiences by coaching the Associate through de-escalation and ensuring they feel supported to make things right for the Customer.* Enable Associates to be champions of our products and services, ensuring they can inform, educate, and promote offerings to Customers.* Operational Oversight:* Develop, track, and analyze key performance indicators for actionable insights and strategic recommendations associated with the Contact Center, and ensure departmental goals are achieved.* Monitor and assess QA for associates, using NICE to facilitate an outstanding Customer experience.* Provide guidance and direction through queue management in NICE.* Ensure continuous training, coaching, accountability, and Standard Operating Procedure execution within the team.* Identify and escalate priority issues to key stakeholders; communicate website issues to internal stakeholders as necessary for quick resolution; report product and service-related trends to the Associate Merchants.* Customer & Operational Support (as needed):* Provide oversight of, and when needed assist with, Customer support across multiple channels, including phone and email.* Investigate and resolve Customer-specific issues related to order shipments.* Route contacts to appropriate resources.* Support Loyalty member account management.* Support eCommerce order management, both domestic and international.**Qualifications and Skills Required:*** *Education:* The knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree program or equivalent work experience related to this role.* Prior leadership, supervisory, or team-lead experience in a Help Desk Support or Call Center environment strongly preferred; demonstrated ability to coach, develop, and motivate a team.* Strong listening and interpersonal skills, with strong verbal and written communication and the ability to communicate cross-functionally.* Ability to organize and prioritize multiple priorities to ensure execution against deadlines.* Advanced computer skills, including proficiency in Microsoft Office Suite and reporting/analytics tools.* A Customer-first mindset, essential to success in this role.**Preferred Skills and Experience:*** Experience with contact center and retail systems such as ServiceNow, ITSM/CSM, SAP, NICE, Salesforce, and CyberSource.* Experience in sporting goods retail, the golf or tennis industry, or specialty retail environments.* Experience supporting both phone and email service channels within a contact center.* Familiarity with workforce management and quality monitoring tools.**Work Environment and Physical Requirements:*** This role follows a generally consistent schedule with hybrid flexibility. While the position is primarily structured around standard business hours, the individual is expected to support the needs of the business as required, including evenings, weekends, and holidays. The role may require availability Monday through Sunday to ensure operational needs are effectively supported.* Must be able to stand and/or sit for extended periods of time as the job is completed primarily at a desk each day. Variable desk heights are offered so alternatively sitting and/or standing at the desk is optional.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
- J-18808-Ljbffr PGA TOUR Superstore, co
Vacancy posted 21 hours ago
Similar jobs that could be interesting for youBased on the Customer Care Team Manager in Roswell, GA vacancy
- PGA TOUR Superstore, co in Roswell, Georgia is seeking a Customer Care Team Manager to lead a dedicated team of Customer Care Associates. Your role will focus on people leadership, coaching, and ensuring a world-class customer experience. You will oversee daily operations...Suggested
- PGA TOUR Superstore in Roswell, Georgia, seeks a Manager for Customer Care Operations. This role oversees all contact center functions, ensuring high-quality customer service. You will lead a team, manage workforce operations, and implement customer experience strategies...Suggested
- ...Tennis Pro Shop, Inc. d/b/a PGA TOUR Superstore is seeking a Manager, Customer Care Operations. This role is pivotal in overseeing the contact... ...customer experience across all service channels. You will manage a team of Customer Service Associates, drive operational strategies...Suggested
- PGA TOUR Superstore, co in Roswell, GA is seeking a Manager for Customer Care Operations to oversee contact center functions and lead a customer-focused team. Your role will enhance customer experiences by managing operational strategies and ensuring service excellence...SuggestedFlexible hours
- ...we are in the relationship business. The Customer Experience Lead contributes to the success... ...others, running shifts efficiently when managers are not present. The Customer Experience... ...Thinker • Strong Work Ethic • Team Player • Customer Focused • Sense of...SuggestedTraineeshipShift work
Diventures
Alpharetta, GA19 days ago - A leading provider of logistics solutions is seeking a Senior Specialist, Customer Care to ensure compliance and improve customer service quality. The ideal candidate will have experience in customer service, logistics knowledge, and strong skills in Windows applications...Full timeWork at office
$18 per hour
...Position Summary We are looking for a dedicated and experienced Customer Care Team Lead to lead our customer service team and its daily tasks.... ...of 5-8 Customer Care employees Coordinate, schedule, and manage Customer Care Team assignments daily Manage and delegate...Full timeWork at officeLocal areaWork from homesquare 1 art
Norcross, GA29 days ago$18 per hour
...Customer Service Coordinator II As part of the Ryder team, the coordinator will handle a variety of tasks including handling incoming call volumes, researching... ...-tasking, highly organized, with excellent time management skills, detail oriented with excellent follow-up...Hourly payFull timeRemote workMonday to FridayShift work- Michaels INC seeks a Store Manager for its Roswell, GA location to deliver a customer-centric shopping experience while effectively managing front-end operations... ...include training and developing a customer experience team, planning events, and managing operational aspects...
- ...This role serves as a subject matter expert, manages escalations, and ensures successful... ...enhancements while delivering efficient and customer-focused experience. Key Responsibilities Supervise an expanding team and guide team members through the establishment...Work at officeLocal area
CRH
Alpharetta, GA1 day ago - Join our dynamic team at Georgia Spine & Orthopaedics, a leading provider of comprehensive spine and orthopedic care across multiple locations in GA, including Atlanta, Columbus, Gwinnett... ...monthly reporting. Provide outstanding customer service. Schedule clinic visits and...Work at office
- Wellstar Health System in Roswell, Georgia is seeking a clinical leader for a respiratory care position. The candidate will manage shifts, ensure safety and quality in patient care, and support staff training. A Bachelor's degree in Respiratory Therapy is preferred along...Shift workNight shift
$16 - $35 per hour
...oversee front desk operations and ensure guests receive excellent customer service throughout their stay. The Front Desk Supervisor... ...during busy shifts, handles escalated guest concerns, and helps manage the check-in and check-out process to ensure efficiency and accuracy...Hourly payFull timeShift workNight shiftAfternoon shiftHilton
Alpharetta, GA2 days ago- ...Customer Service Sales Lead Are you a natural relationship builder... ...pet parents feel informed, cared for, and are excited to choose... ...role as part of the host team with dedicated hours each day... ...email Excellent time and task management. Highly organized,...Monday to FridayFlexible hoursWeekend work
- ...new territories, our Business Development team is actively seeking the most elite... ...of our Southeast locations. Our Business Management Program will help you build valuable professional... ...have experience in: Sales, Marketing, Customer Service, Retail, Restaurant, Teamwork,...InternshipWork at office
Tidewater Consulting Services
Alpharetta, GA3 days ago - A leading cancer care institution located in Georgia is seeking an experienced Clinical Chief in Thoracic Medical Oncology. The role involves overseeing all aspects of Thoracic Medicine Oncology, developing clinical pathways, and collaborating with various departments...Full time
- ...Inc in Roswell, GA, seeks an experienced Client Representative to manage client relationships and oversee landscape operations. This role... ...high-quality service while ensuring account profitability and team performance. The ideal candidate will have strong horticultural...
$55k - $95k
Gerber Collision & Glass is seeking an Estimator in Roswell, Georgia. The role focuses on providing exceptional customer experiences, creating estimates, and communicating repair requirements efficiently. The ideal candidate will have strong customer service skills, basic...- Milton Hershey School, a cost-free pre-K through 12th grade residential school, is seeking a Youth Development Specialist in the Education, Training & E-Learning department. This role supports students’ academic, social, and emotional growth through mentoring, small-group...
Confidential
Alpharetta, GA10 days ago $46.92k
...changing career, couples reside in on-campus student homes and provide care, guidance, supervision, and support for a group of approximately... ...include: Providing daily supervision and mentorship Managing household routines and student schedules Administering...Full timeWork from homeRelocationRelocation packageFlexible hoursWeekday workMilton Hershey School
Roswell, GA11 days ago- ...RN Clinical Nurse to join our interdisciplinary team. The role involves providing high-quality patient care while ensuring safety and adhering to clinical practices... ...will possess strong critical thinking, time management, and interpersonal skills. Join us at Wellstar to...
- ...Community Sales Manager Alpharetta, GA The Community Sales Manager generates new homes... ...in ensuring the buyer has a great customer experience through the construction process... ...while reducing our carbon footprint. For team members, our goal is to provide the resources...
- Wellstar Health System is seeking an RN Clinical Nurse Critical Care in Roswell, GA. This role involves providing high-quality, individualized patient care as part of an interdisciplinary team. Responsibilities include executing the Nursing Process, coordinating care,...Night shift
- ...Community Sales Manager The Community Sales Manager must believe in, practice and initiate... ...members if applicable and any other team members. There is weekly community form to... ...track Provide prompt attention to any customer concern for prospects or buyers and ensure...Contract workWork at officeImmediate startDay shift
- A growing insurance agency is seeking a motivated Licensed Servicing Account Manager to manage a book of business and provide exceptional service while working remotely. Candidates must hold a valid Property & Casualty License and preferably a Life/Health License. A strong...Remote job
- ...Community Sales Manager (CSM) We're seeking Community Sales Managers (CSM... ..., unwavering commitment to customer experience and belief in the success of our team members sets us apart, which is why... ...Competitive Compensation ~ Health Care - Medical/Dental/Visio??n/Prescription...Full timeTraineeshipWork at officeFlexible hours
- Marriott Hotels - 11700 Amber Park Drive - Responsibilities: Guide guests through their entire stay with a guest-first mindset; Process operational needs and guest requests; Complete reports and communicate findings; Assist with delivering meals and sharing local highlights...Local area
Marriott
Alpharetta, GA2 days ago $129.8k - $181.8k
...and transparency of pipeline management, forecasting, opportunity reviews... ...data entry across Client teams to support forecasting, health... ...next generation thinking. Customer Success - Ensure that customer... ...family can receive outstanding care. Please click here for an...Full timeWork experience placementSummer holidayWork at officeMonday to FridayFlexible hours- Veritext in Roswell, Georgia is seeking a detail-oriented team member to ensure exceptional service by preparing and quality controlling... ...and maintain organization. The ideal candidate possesses strong customer service skills, effective communication abilities, and is...
- Infinity Hospice Care LLC, based in Roswell, Georgia, seeks a Master of Social Work to oversee Medical Social Workers and provide critical... ..., supervising care, and collaborating within a healthcare team. Applicants should possess a Master’s degree in Social Work, a current...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Care Team Manager. Be the first to apply!
Related searches
- customer experience team leader Roswell, GA
- customer service team manager Roswell, GA
- customer success coordinator Roswell, GA
- customer service coordinator Roswell, GA
- customer service team lead Roswell, GA
- customer experience lead Roswell, GA
- customer success lead Roswell, GA
- customer success team lead Roswell, GA
- home health care coordinator Roswell, GA
- care team leader Roswell, GA