Customer Service Assistant Manager

B Corp: 

Location: 

Brooklyn, NY

Job Type: 

Full Time

Category: 

Other

Required Education Level: 

Bachelor's Degree

Job Title: Customer Service Assistant Manager


Job Description:

UncommonGoods is a fun, fast-paced online retailer offering unique designed merchandise with a focus on gifting. Our team consists of friendly, hard-working, big-thinking people who care about our impact on the environment and the world. Located in Brooklyn, NY, we are also a founding member of B Corporation, a carefully screened network of socially responsible businesses.

As the Customer Service Assistant Manager, you’ll help us ensure that our customer service team is continually providing the highest level of service to our customers. You’ll have 3-4 direct reports and you’ll be responsible for monitoring, coaching, developing, and motivating this team. With customer-facing performance goals in mind, you’ll help us forecast workload, predict staffing needs, and prepare quarterly and annual payroll budgets. Our business is highly seasonal and we’ll onboard 200+ seasonal team members between September and November. You’ll help us prepare for and manage our seasonal hiring process by creating hiring and staffing plans and working closely with the hiring team to ensure that we meet our weekly hiring targets.

You’ll attend and sometimes lead team meetings, cross-departmental meetings, management meetings, and company meetings where you’ll present our key statistics, provide updates on projects. You’ll identify and highlight areas that need improvement as well as areas that have shown improvement. In this leadership position, some of your time will be spent helping manage and direct the team’s activities on the floor each day.

Responsibilities:

  • Act as an advocate for our customers and be an empathetic problem-solver in all customer interactions
  • Actively contribute to building and supporting the contact center culture
  • Create, maintain, and display a high-quality work environment so that team members are motivated to perform at their highest level
  • Provide appropriate support, mentoring, and guidance to agents
  • Address both positive and negative performance issues in a timely and impactful manner, driving accountability for results and immediate improvement towards results
  • Prepare and administer semi-annual reviews of direct reports
  • Manage employee issues regarding attendance, performance, and conduct. Deliver appropriate corrective action as needed
  • Forecast and manage workload and payroll spend weekly, quarterly, and annually
  • Ensure that contact center operations function smoothly (agents logged, missed calls addressed, any system issues escalated etc.)
  • Identify areas of opportunity and improvement within the department and work with appropriate personnel to implement change
  • Monitor workflow queues and ensure an appropriate allocation of resources within the team to complete work on time and efficiently
  • Prepare and present weekly service level reports, present department statistics in department, management, and company-wide meetings
  • Constructively handle or supervise the handling of any customer escalations and complaints
  • Provide daily direction and communication to employees so that all communication channels are answered in a timely, efficient, and knowledgeable manner
  • Spend some hours each shift on the day-to-day management of the department

Experience Required:

Minimum Qualifications:

  • 4+ years of progressive leadership and coaching experience
  • Experience with analyzing data, forecasting, and budgeting
  • Prior experience hiring and training team members
  • Excellent communication and listening skills
  • Your written communication must be flawless
  • Strong organizational and time management skills
  • Record of professional behavior and ability to handle confidential information
  • Responsive and flexible, open to change in processes and ability to take and provide clear direction
  • Proficiency with Excel and PowerPoint
  • This is not strictly a desk job. You must be able to circulate throughout the room for up to 5 hours a day
  • Flexibility is needed as schedules may vary from week to week. We are open 24-hours a day from Thanksgiving until Christmas Eve and we are open every day of the year
  • You must be available to work weekend shifts. Candidates with open availability are strongly preferred

Preferred Qualifications:

  • Bachelor’s degree in Organizational Development, Human Resources Management, Business, or related field
  • 3+ years of contact center or other customer service experience
  • Desire to move upwards in the company by taking on additional responsibilities and new roles over time

Benefits & Company Perks:

  • Competitive salary
  • Benefits package including health, vision, and dental insurance, 401(k), and generous PTO
  • Stock options
  • Casual dress code
  • 40% discount on UncommonGoods merchandise
  • Monthly Company snacks, lunches, and team events

To Apply:

When applying please include:

  • Resume
  • Cover letter detailing
  • The steps you take to predict workload, staffing needs, and payroll spend
  • A new practice or process you designed and implemented and its outcome

To Apply:   http://grnh.se/r26lvd1

 

Compensation:

DOE