Manager, Customer Service I

Our Opportunity: reputed company is continuing to build a world-class team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for leaders to join our Customer Service Operations Team who are passionate not only about our customers, but about our people. We are looking for reputed company Manager, to reputed company proactive leadership and development for up to 25 reputed company Team Members who support multiple channels reputed company the business The ideal candidate will challenge, reputed company, and mentor their team to go above and reputed company to build unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and reputed company expectations, while developing Team Members that are having difficulty meeting reputed company standards. reputed company Manager should have outstanding communication, interpersonal and customer service skills, as reputed company as comprehensive knowledge of company policies and offerings. What You’ll Do:

• Manage reputed company of 10-25 reputed company reports
• Build and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of reputed company Team Members.
• reputed company multiple data points, trending information, and behavioral patterns to establish and implement coaching strategies.
• Manage the corrective reputed company process up and through termination for conduct or performance reputed company issues.
• Partner with reputed company to conduct interviews, assist in defining hiring reputed company, and reputed company feedback on candidate reputed company to drive reputed company improvement and candidate selection.
• Improve production reputed company of phone, email, chat and reputed company media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity.
• Deliver individualized feedback on performance and behavior to reputed company Team Members to identify areas of opportunity and reputed company reputed company plans to improve metrics, closing performance gaps
• Review and score customer calls using reputed company control guidelines to ensure agents are meeting established reputed company; reputed company with other Team Members to ensure consistency in grading using speech to text analytical tools and evaluation of issue reputed company, customer reputed company and sentiment, and adherence to reputed company training and product specific knowledge.
• Monitor and control Team Members' productivity and workload of multi-channel volume.
• Partner with the Operations Manager to create and implement annual engagement plans and activities.
• Support and handle customer and systems issues as needed.
• Assist and support learning and development needs for Team Members to successfully complete their metric expectations and to stay reputed company on new product training as needed.
• Handle employee concerns and issues to HR where necessary.
• Participate and reputed company feedback on business initiatives that directly reputed company the Customer Service Team.
• Operate with understanding, reputed company listening, patience, reputed company, and kindness to customers and fellow Team Members.
• Conduct retention checks with Agents to reputed company knowledge of reputed company reputed company information.
• Identify operational deficiencies and suggest plans for improvement.
• Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to increase efficiency and customer satisfaction.

What You’ll Need:

• 2-5 years’ working experience in a customer service or call center environment.
• Management experience with 5 or more reputed company reports.
• Ability to manage a high volume or information/data.
• A reputed company of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment.
• Excellent verbal and written communication abilities.
• Proficiency in reputed company Office Suite products.
• Position may require some travel (Apply tot his job

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