Customer Care Representative
Apply Here Job Description :
Ashley is the #1 Furniture and Mattress company in North America. Red Mountain Retail owns and operates Ashley in North and Central Alabama. We are looking for a leader to increase productivity at our corporate call center. Job Responsibilities: -Strategically lead and develop a team of 10+ customer care representatives to improve and enhance the customer experience by setting and maintaining clear accountable performance measures. -Help define the expected level of customer experience and communicate it to the team -Assist in designing a high performing cross-sell function for the call center team -Oversee the achievement and maintenance of customer experience KPIs and standards -Report defined KPI’s to the executive team -Plan, prioritize and delegate work tasks to ensure proper functioning of the department -Ensure the necessary resources and tools are available for quality customer service delivery -Personally handle the most complex and escalated customer service issues -Identify and implement strategies to improve quality of service, sales opportunities, productivity and profitability -Evaluate staff’s performance and implement coaching and development plan when needed Requirements: -Superior knowledge of general customer service principles and practices -Exceptional interpersonal and persuasive skills -3+ years of sales and customer service experience (Call center experience is preferred) -3+ years of managing a team of 10+ employees with current or past experience scaling a team up and down based on volume -Current with relevant technology trends and applications -History of training and motivating a successful team -Current with relevant technology trends and applications -Proficiency in Google Suite and/or MS Office applications
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
