Job Description

Vision of the Position:

First and foremost, this person is a solutions expert. They possess exceptional and creative problem solving skills. They have the ability and desire to share these skills with others. They are relentless in the pursuit of the best solution possible whether it is for a customer, florist, employee or the company. They lead by example and are driven by a passion for excellence and the desire to be the very best at what they do. They set the standard for the other managers and all others in the center to emulate.

Tactical Responsibilities of the Position:

This position directly manages a team of 5-100 Customer Solutions Specialists and actively supports ALL CS Specialists in the enterprise (number of team members fluctuates according to seasonal volume trends.

Key Responsibilities of a Customer Solutions Manager:

• Possesses knowledge on all company products, policies, procedures, and systems needed to perform their job
• Is a Net Promoter Score (NPS) champion who works tirelessly to promote the importance of NPS with the center
• Ensures all CS Specialist understand their ability and responsibility to positively impact NPS
• Monitors key performance indicators such as NPS Survey results, site quality scores, site AHT & conversion, service levels, and other goals as assigned
• Manages team / site to meet specific goals which directly relate to fiscal year site level goals. Reports performances as it relates to team and individual goals to Center Director, Assistant Director and/or Sr. Manager
• Executes supervisory responsibilities in accordance with the Company's policies and applicable laws
• Provides consistent positive constructive feedback through effective coaching and training
• Monitors performance and proactively addresses areas of development which may include delivering progressive disciplinary actions in a confidential manner including but not limited to attendance, performance statistics, order issues, errors and refund reviews
• Handles escalation calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures
• Maintains accurate reporting for all databases as it relates to the tracking of employee performance
• Monitors customer calls by listening to the actual call and using the monitor form to record call data. Monitoring may also include use of the side-by-side method
• Performs other duties as assigned

Knowledge, Skills and Abilities for CS Manager:

• Creative problem solver with the ability to communicate effectively and persuasively with a broad range of people including, customers, florists, specialists and other employees
• Team oriented with proven leadership skills
• Strong negotiation and organizational skills are required
• Ability to remain calm and professional under pressure
• Exceptional listening skills and the ability to show sincere empathy
• Strong communication skills (written and oral)
• Excellent grammar, a clear speaking voice and good listening skills
• Ability to read, analyze, and interpret general business practices
• Ability to respond effectively to the most sensitive inquiries or complaint.
• Ability to prioritize and work well both independently and as part of a team
• Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements
• Demonstrated supervisory skills and a proven ability to effectively develop, coach and motivate employees
• Ability to maintain confidentiality
• Solid understanding of FTD corporate infrastructure, technology and products
• Ability to learn Salesforce CMS and other systems
• Must be able to multi-task and interact professionally with all levels of staff
• Must have the ability to travel to other company sites as necessary
• Physical Demands: the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is frequently required to walk and occasionally required to stand and reach with hands and arms. The employee may occasionally lift and/or move up to 10 pounds

 Educational and prior experience requirements for Sr. CS Manger:

• College degree is desired but not required
• High school diploma or general education degree; a min of 5 years of related experience and/or training; or equivalent combination of education and experience
• Minimum of three years of proven management experience preferred
• Prior Call Center experience preferred but not required
• Experience with digital transformation and managing digital communication channels such as CHAT, SMS and email is highly desired
• Experience with Net Promoter Systems (NPS) is highly desired