Senior Manager, Customer Service at FTD

| Chicago
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Vision of the Position:

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

Tactical Responsibilities of the Position:

The Senior Manager has all the responsibilities of a CS Manager, with the additional responsibilities as indicated below. This position manages Assistant CS Managers, Sr. CSRs, and a team of 5-100 Customer Service Representatives.

Essential Duties and Responsibilities:

  • Senior Manager role provides daily guidance and support for CS Managers to ensure consistent administration of policies and escalated issues
  • Key management liaison with Director, Managers, and Representatives; providing recommendations and candid feedback about problems and opportunities
  • Partners with peers, Workforce, Center Director, Assistant Director, HR and Training to ensure team success
  • Back up coverage for Director for associate progressive discipline stages, sitting in for Director with other managers in the event the director is out of the office
  • Leads facilitation and gains director approval for CSR post-holiday ramp down selections and associate-level promotions including seasonal to core opportunities
  • Coordinates manager on duty coverage schedules and assures newly approved SOPs are effectively and consistently implemented
  • Coordinates the center's daily needs with internal partners such as mailroom, facilities & HR
  • Performs other duties as assigned

Essential Duties and Responsibilities of a Customer Service Manager:

  • Possesses knowledge on all company products, policies, procedures, and systems needed to perform their job
  • Is an NPS champion who works tirelessly to promote the importance of NPS with the center

Essential Duties and Responsibilities for the Senior Customer Service Manager:

  • Ensures all CSRs 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 the team and individual goals to Center Director, Assistant Director and 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
  • Provides coverage for opening and closing of the call center production area as necessary
  • Monitors customer calls by listening to the actual call and using the monitor form to record call data. Also includes the use of the side-by-side method
  • Conducts interviews with potential candidates for seasonal and core CSR positions
  • Partners with Workforce and the Site Leadership regarding scheduling, including upkeep of daily check-in and immediate communication of missed punches for timekeeping
  • Supports all areas of the production floor and fills in as needed based on business needs
  • Monitors service levels, abandonment rates, handle times and occupancy through CMS programs
  • Monitors respective team's tagged items to ensure proper customer follow up. Partners with Workforce to provide details and ensure coverage in a team member's absence
  • Partners with Workforce to monitor real-time statistics to manage workload effectively
  • Maintains real-time coverage in the absence of a Workforce team member
  • Performs other duties as assigned

Knowledge, Skills, and Abilities for Sr. CS Manager:

  • Creative problem solver with the ability to communicate effectively and persuasively with a broad range of people including, customers, florists, CSRs and other employees
  • Team oriented with proven leadership skills
  • Strong negotiation and organizational skills are required
  • Knowledgeable and comfortable with social media and other forms of digital communication
  • Ability to remain calm and professional under pressure
  • Exceptional listening skills and the ability to show sincere empathy
  • Excellent communication skills (written and oral)
  • Ability to read, analyze, and interpret general business practices
  • 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
  • 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 move up to 10 pounds

Educational and prior experience requirements for Senior Customer Service Manager:

  • We highly desire a candidate with a college degree, but not required
  • High school diploma or general education degree; a min of 5 years of related experience and training; or equivalent combination of education and experience
  • We prefer prior Call Center experience, but not required
  • We desire experience with digital transformation and managing digital communication channels such as CHAT, SMS, and email
  • We highly desire experience with Net Promoter Systems (NPS) 
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