Oh Snap!
This job is no longer active - but you can still view the details below.

Manager, Customer Service

| Chicago

Manager, Customer Service

At FTD, LLC we continually evolve the business by promoting a culture where solutions from the technology group help transform our business through customer-meaningful solutions, innovative technologies, and business-impacting projects.

This highly crucial role will Manage and develops a team of 5-100 employees to meet specific individual, team and company goals. Executes management and supervisory responsibilities in accordance with the Company's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

You will Contribute by creating, partnering with peers, Workforce, Call Center Director, Assistant Director, HR and Training to ensure team success.

  • Manages team to meet specific goals that directly relate to fiscal year site level goals. Reports performances as it relates to team and individual goals to Call Center Director and/or Assistant Director
  • Monitors customer calls by listening in on calls. Monitoring may also include the use of the side-by-side method.
  • Provides consistent positive constructive feedback through effective coaching training, and development.
  • Monitors key performance indicators such as product guarantee, quality, AHT (average handle time), conversion, service levels, and other performance sales goals, in addition to team stats as defined above.
  • Handles escalation calls efficiently and professionally and with empathy, achieving customer satisfaction while adhering to company policies and procedures.
  • Provides coverage for opening and/or closing of the call center production area as necessary.
  • Monitors service levels, abandonment rates, handle times and occupancy through CMS programs.
  • Demonstrate soft skills, as well as, clear written and verbal communication skills.

What we seek is a Manager, Customer Service with the ability to demonstrated supervisory skills and a proven ability to effectively develop, coach and motivate employees. These are what we are looking for;

  • Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Demonstrated supervisory skills and a proven ability to effectively develop, coach and motivate employees. Inbound call center experience preferred.
  • Ability to respond effectively to the most sensitive inquiries or complaints.
  • Ability to prioritize and work well both independently and as part of a team.
  • Must be flexible, receptive to change, and can adapt quickly to changing business requirements.
  • Strong negotiation and organizational skills are required.
  • Ability to remain calm and professional under pressure.
  • Ability to show empathy and be persuasive.
  • Solid understanding of FTD corporate infrastructure, technology, and products.

What we offer:

We strongly embrace the definition of a "flat" organization where you will spend time with business leaders, managers, developers, product management and executive leadership. There are job opportunities, and then there are career opportunities. Let us provide you with a career where you look forward to Mondays. Careers that have a positive impact and offer you a future as we change, grow, expand and explore new and exciting experiences for our global customer base.

Reporting to: Sophia Collins

Recruiter: Ty Cation

Location: Downers Grove, Illinois

Hours: 2:30 pm - 11:00 pm Tuesday through Sunday, off Sunday and Monday

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 200 N LaSalle

An Insider's view of FTD

What does your typical day look like?

As Brand Manager, I am constantly working to ensure we are engaging with our consumers and living out our brand vision via all channels. My day is 100% collaborative, between meeting with channels managers, reviewing new campaign launches - building a brand takes teamwork. When you have an online business, your consumers are shopping with you 24/7,

Kristin Byrne

Brand Marketing Manager

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

VP of Product Management and UX Design

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD Perks + Benefits

FTD Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions. FTD, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our FTD.com and Proflowers brands.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
More Jobs at FTD17 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR
Marketing
Operations
Project Mgmt
Sales
Data + Analytics
new
Chicago
Operations
new
Chicago
Operations
CSR
new
Chicago
HR
new
Chicago
Finance
new
Chicago
Sales
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Finance
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago