2018-07-11

Call Center Manager - Retail
Job Opportunity at K44 Consulting LLC

Posted on Jul 11

8566244198

Location: Brooklyn, NY
Job Type: Full Time
Job ID: W4161433

Are you a great listener, good communicator and excellent problem solver? We are currently looking for a full-time Call Center/Customer Service Manager to join our rapidly growing team in New York. We strive to provide top-notch customer support and service before and after purchase. Our Customer Service Team provides expert product selection and assistance to customers.

Job Type: Full-time (must be flexible to work some weekends and holidays)
Salary: Based on experience + bonus structure.
Job Location: Brooklyn, NY
Required education: Bachelor’s degree, preferred.
Required experience: 5 years of Call Center/Customer Service/Customer Relations experience, with 3+ years as a manager in a retail call center environment. Applicants with relevant industry experience (plumbing fixtures, furniture, appliances and electronics) will be preferred.

Duties & Requirements:
  • Ensure the delivery of excellent customer service and an overall delightful customer experience.
  • Manage a staff of at least 10 call center employees
  • Must be able to master inbound and outbound call strategies.
  • Hire, coach, train, counsel, and monitor the performance of call center agents to ensure top performance.
  • Maintain daily, weekly and monthly service statistics, providing reporting to upper management periodically and on demand.
  • Handle escalations tactfully, promptly and with genuine care for the customer’s experience.
  • Work effectively together with other managers and supervisors to create maximum synergy, coordination, and cooperation.
  • Lead by example.
  • Ability to maintain a cool head under pressure.
  • Superior written and verbal communication skills; especially as pertaining to explaining terms and conditions to customers, as well as policies and procedures to staff.
Compensation and Benefits:
  • Salary based on experience
  • Paid vacation, holiday, and sick time
  • Health Insurance /401k / FSA
  • Opportunities for advancement
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