WORK HAPPY:

Whether the cook is a future Emeril or a toddler helping to make chocolate chip cookies (licking the spoon, of course!), chances are Pampered Chef has a better, faster, and more delicious way of getting things done in the kitchen. We sell our superior-quality, innovative collection of prepping, cooking, and serving products through a network of more than 42,000 direct sales consultants throughout the US, Canada, and Germany. Millions of customers use our products every day. Each of our 450 HQ coworkers—from product designers and supply chain specialists to ecommerce developers—is committed to bringing the best to our customers. And we have fun doing it!

Established in 1980 by Doris Christopher, Pampered Chef was acquired by Berkshire Hathaway in 2002, a sure sign of our growth potential. In 2014, Tracy Britt Cool, a key member of Warren Buffett’s team, joined as our CEO to lead our transformation into a progressive, open door, cutting-edge workplace. We believe happy coworkers are the best coworkers and are committed to keeping creativity, innovative solutions and customer engagement top of mind. Pampered Chef is pushing the boundaries for our customers, consultants, and coworkers.

MAIN COURSE (Job Responsibilities):

In this position, you’ll be responsible for the development, coordination, and delivery of training for new and existing team members within the Solution Center.

Specifically, you’ll:

• Provide ongoing monitoring and evaluation of the quality of inbound and outbound telephone calls, emails, and chats to ensure standards and policies are followed fully.
• Use of tools and resources effectively to improve representative productivity and customer satisfaction.
• Ensure continuous improvement in consultant and customer satisfaction through analysis of customer contact and customer-satisfaction survey results. Perform quality checks to verify accuracy of information within the system.
• Document and analyze quality issues and performance measures for management review. Provide data-collection support in relation to improving the quality and efficiency of individuals and of the department, and use this data to identify trends and recommend opportunities for improvement.
• Conduct and participate in calibration sessions with management, representatives, and other stakeholders to ensure scoring consistency. Make recommendations for changes and improvements to representative scorecards and customer surveys to drive great customer experiences.

• Review customer satisfaction responses and provide necessary feedback to management. Ensure customer follow-up on calls or surveys that warrant management attention.
• Identify calls that may require additional coaching or training, and work with the management team to coordinate coaching and feedback efforts.
• May be asked to assist on phones or support cases when needed.

KEY INGREDIENTS (Position Requirements):

• An associate’s or bachelor’s degree is preferred.
• A minimum of 4 years’ experience in a call center with experience in a monitoring role preferred.
• Clear vision, commitment, and passion for delivering an exceptional customer experience.  
• Strong analytical and problem-solving skills in the areas of developing the presentation of acquired information.
• Strong written, analytical, verbal, and interpersonal communication skills.
• Proficient in Microsoft Office tools.
• Able to work independently and manage multiple projects.

DESSERT (The Sweet Rewards of Working at Pampered Chef):

Our core values are respect, humility, accountability, meritocracy, integrity, authenticity, passion, and innovation (in no particular order!).  We embody those values in our work, but also in the great desserts we offer to our coworkers.

• Each and every coworker makes a difference every day by asking tough questions, finding the answers, and then making it happen—our entrepreneurial employees are the key to our success! Pampered Chef is big enough to implement cutting-edge technology, and small enough for all ideas to be heard and challenged.
• We are a learning focused environment—we want you to learn from us, and we expect to learn from you and what you’re passionate about!  We even provide training and development for added brainpower.
• We get to mix it up! PC has offices in Addison and in downtown Chicago. Some of our roles will have the opportunity to work in the Chicago office full time, part time, or on occasion.
• We collaborate every day in a high-tech space with writable walls, open collaboration zones, quiet “I need to contemplate” zones, and fun zones with ping pong, basketball, and bags, of course.  No boring cubicle farms here!
• We are concerned about your physical and financial well-being and offer BC/BS PPO or HMO health plans, dental, disability, matched 401K, life insurance, on-site fitness center, comfy chairs, on-site cafeteria, and dry cleaning valet service.
• Most importantly, Pampered Chef has a strong, proven history of bringing fun to cooking, creativity to recipes, and sharing to family and friends around the table.