Customer Experience Team Manager

$18.00 - $25.00 hourly
  • ThirdLove
  • Chico, CA, USA
  • Jan 25, 2019
Full time Admin-Clerical Customer Service Management

Job Description

Are you looking to be a part of one of the fastest growing brands in the US? If so, look no further as our Chico office is looking for an amazing Customer Experience Team Manager to join our team! Come and be part of one of the fastest growing e-commerce companies in the world! If you’re interested in working for a company that is transforming the intimates shopping experience as we know it, we just might be the perfect fit for each other.

As a Customer Experience Team Manager at ThirdLove you will be responsible for providing guidance, coaching and career counseling to a team of assigned CX Associates on an on-going basis. Mentor all Associates on Customer Service techniques; and, ensure that all Associates receive proper training to meet their role requirements. Work interactively with different teams and convey customer feedback to the rest of the company. Foster our Exceptional Customer Experience by supporting our Quality Program with actionable feedback, best practices and competency development.

THE JOB

Provide guidance, coaching and career counseling for CX Associates via regularly scheduled 1:1’s.
Coach Associates that result in performance improvement and/or meeting/exceeding performance expectations.
Act as an Escalation Point for customers and work on the most difficult tickets in cooperation with various internal groups.
Utilize escalations as opportunities to further educate Associates on how to effectively handle difficult customer situations.
Work with CX Associates to resolve or properly close all tickets.
Document Associate expectations, coaching sessions and general performance which effectively contributes to Performance Improvement Plans if needed.
Ensure documentation is up to date and/or provide feedback for updates to the appropriate team.
Collaborate with Workforce Management to manage staff assignments and achieve service level targets.
Collaborate with other teams to solve complex CX and/or Operations problems.
Communicate customer feedback with appropriate teams in any/all locations.
Work with the Operations Leadership Team to improve upon current service delivery performance.
Model the ThirdLove voice and tone in order to convey our brand and personality.
Make good, timely decisions in loosely defined situations with interdependencies or multiple factors to consider.
Ask questions and collect information to gain an accurate understanding of possible alternatives before making a decision.
Ability to apply situational, critical thinking skills to resolve customer complaints quickly and accurately. Demonstrate strong organizational and priority management skills.
Demonstrate ability to multitask in a dynamic work environment.
Demonstrate solid analytical skills that allow for root cause analysis and effective coaching sessions.
Lead a group of CX Associates.
Perform other duties as assigned.
THE QUALIFICATIONS

2+ years as Supervisor or Lead is preferred; one year experience is required.
2+ years working in customer service and/or sales in contact center environment is preferred.
Bachelor’s degree, or equivalent years of experience is required.
Proficient PC Skills, including proficiency in Office and/or Google Docs/Sheets
Minimum typing speed of 45 WPM
All new-hires must be available for an initial three-week training period (Monday - Friday, 8:30 AM - 5:00 PM or 9:00 AM - 5:30 PM).
The Customer Experience Team operates Sunday - Saturday, 4:50 am - 10:00 pm PST. All candidates must be able to work AM or PM shifts as well as weekends and holidays.
THE PERKS

Comprehensive health benefits (medical, dental, vision, life and disability)
401k plan
Stocked kitchen
Awesome product discounts and quarterly product allotment (free products)
Member of Bonusly, a peer recognition and rewards platform
Job Type: Full-time

Experience:

Supervisor: 1 year (Required)
Customer Service: 2 years (Preferred)

 

 

 

 

 

Vestnys, Stephanie