Full-Time Head of Customer Service
Job Description
ABOUT THE ROLE
Reporting to the General Manager, the Head of Customer Service is a passionate customer advocate who is dedicated to ensuring the delight of our customers. This is achieved through effective staffing, training, data collection and analysis, and by working with leaders around the company to identify and address areas of improvement in the customer journey. The Head of Customer Service ensures that the department is running efficiently and is aligned to the strategic direction of Uncommon Goods. We aspire to stellar service; the person filling this role will innately understand the value of going above and beyond on behalf of our customers and will continually strive for excellence as a customer advocate.
RESPONSIBILITIES & DUTIES
- Advocate for a continually improving customer experience, building upon our award-winning Customer Service program.
- Make customer service policy recommendations that align with the strategic direction of the company and provide better service to our customers.
- Support the customer service team through effective communication, team building, motivation, recognition, and ongoing training and development opportunities.
- Keep ahead of industry developments and apply high quality standard methodologies to our areas of improvement; identify and act upon emerging trends through careful reporting and data analysis
- Lead improvement projects through effective project management and leadership.
- Create annual budgets and seasonal hiring plans that meet both operational and financial targets.
- Manage resources and utilize assets to achieve qualitative and quantitative targets; adhere to and manage the approved budget.
- Mentor the existing team of assistant managers and supervisors to prepare them for their next roles.
SKILLS & QUALIFICATIONS
- 3+ years of experience running a customer service department or call center with 50-100 people; familiarity with seasonal staffing is a plus.
- Prior experience with budgeting, staffing, and managing long-term projects.
- Command of Microsoft products such as Excel, PowerPoint, and OneDrive. Familiarity with Zendesk, Braintree, Maestro, Stella, Forethought, and Agyle Time preferred.
- Awareness of the industry’s latest technology trends and applications.
- Outstanding verbal and written communication skills.
- Since our business is highly seasonal, candidates should expect 6-day workweeks in November and December.
This is a hybrid role; candidates will be expected to work in our Brooklyn, NY office some days and have the option to work remotely other days. The team will be working remotely until on or about September 1, 2021. We are only hiring in the Tri-State area.
COMPANY PERKS
- The benefits package includes subsidized medical/dental insurance premiums, generous PTO, paid family leave, and 401(k) with company match.
- Casual work atmosphere, fun company events. (Thanks to our team’s creativity, we’ve devised ways to feel connected remotely, too, and it’s still fun.)
- 40% discount on our products.
- Professional development/educational reimbursement.
- Public transportation and Citi Bike subsidies.
- Safe working environment. Many of our COVID-19 protocols exceed NYC and NYS safety standards. Those who can are working remotely. In our office and warehouse, COVID-19 testing is required of all new hires and monthly for all on-site team members; PPE, including masks and gloves, is required for; and workspaces provide recommended social distancing.
How to Apply
Please Apply Through Our Website: https://boards.greenhouse.io/uncommongoods/jobs/3280928 To apply, please submit the following. We will only consider applications that include a cover letter.- Resume
- Cover letter
179 total views, 0 today