Customer Service Manager

About the Opportunity

The organization is continuing to build a world-class team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! The company is looking for leaders to join the Customer Service Operations Team who are passionate not only about customers, but about people.

The company is looking for a Team Manager to provide proactive leadership and development for up to 25 hourly Team Members who support multiple channels within the business. The ideal candidate will challenge, coach, and mentor their team to go above and beyond to build unique and impactful moments for customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing Team Members that are having difficulty meeting company standards.

The Team Manager should have outstanding communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Key Responsibilities

• Manage a team of 10-25 direct reports
• Build and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all Team Members.
• Leverage multiple data points, trending information, and behavioral patterns to establish and implement coaching strategies.
• Manage the corrective action process up and through termination for conduct or performance related issues.
• Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
• Improve production levels of phone, email, chat and social media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity.
• Deliver individualized feedback on performance and behavior to all Team Members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps.
• Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other Team Members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to company training and product specific knowledge.
• Monitor and control Team Members’ productivity and workload of multi-channel volume.
• Partner with the Operations Manager to create and implement annual engagement plans and activities.
• Support and handle customer and systems issues as needed.
• Assist and support learning and development needs for Team Members to successfully complete their metric expectations and to stay current on new product training as needed.
• Handle employee concerns and issues to HR where necessary.
• Participate and provide feedback on business initiatives that directly impact the Customer Service Team.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow Team Members.
• Conduct retention checks with Agents to check knowledge of current company information.
• Identify operational deficiencies and suggest plans for improvement.
• Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to increase efficiency and customer satisfaction.

Required Qualifications

• 2-5 years’ working experience in a customer service or call center environment.
• Management experience with 5 or more direct reports.
• Ability to manage a high volume of information/data.
• A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Office Suite products.
• Position may require some travel (<25%).
• Must be willing to work evening shifts and perform other duties as needed.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.