ShopHQ Online Job Application
Job Title: Customer Service Manager
Description: Job Title: Customer Service Manager
Location: Brooklyn Center
Department: Customer Service
Reports to: Director, Customer Service
Supervises: Customer Service Supervisor

Position Overview:
Manages the day-to-day operations of the ShopNBC Customer Service Department and directs the activities of the Customer Service Supervisors and Coaches to ensure that service goals are attained and the business operations are fully supported. Supports Customer Service project initiatives to ensure the customer service department continues to move forward in development of staff, environment, policies and procedures. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Ability to coordinate or lead special project management in any area of Customer Service and/or Operations. Monitors and supports retention initiatives to maintain staff and control attrition.

Success Attributes:
•Strong Customer Service orientation
•Supervisory experience in a contact center environment
•Strong problem solving and decision making skills
•Proven organizational skills and time management skills
•Conflict management skills
•Quality Assurance orientation
•Excellent written and verbal communication skills
•Strong inter-personal and motivational skills
•Proficient in Excel, Word, Outlook and PowerPoint
•Project management skills
•Expense control management

Essential Functions:
•Manages the day-to-day operations of the ShopNBC Customer Service Department and directs the activities of the Customer Service Supervisors and Coaches to ensure that service goals are attained and the business operations are fully supported.
•Provides firm, fair, and consistent feedback to customer service staff to support individual growth and maintain a positive work environment.
•Through mentoring and directing activities of the customer service staff, ensures that corporate policies and procedures are followed and consistently applied to issue resolution.
•Monitors and supports retention initiatives to maintain staff and control attrition.
•Organizes and assigns workloads while planning for adequate staffing coverage.
•Maintains customer management system/reports and other tools or reports used to measure the overall performance of the Customer Service staff.
•Completes special projects requested by the Director and Vice President.
•Hire/Train/Separation – Hires, trains and develops the Customer Service staff members. Coordinates the new hire training process in conjunction with the training staff. Partners with Human Resources to provide proper documentation, staff development and assist in employee’s separation from ShopNBC.
•Will handle escalated customer complaints upon customer or executive request and utilizes escalations as a method to train and develop staff.
•Provides appropriate coaching and corrective discipline as needed to address non-compliance issues.
•Monitors and reviews Supervisors work performance.
•Supports Customer Service programs by providing exceptional customer service to both internal and external customers.

Travel:
To corporate headquarters as necessary

Career Path:
To be determined

Qualifications:
Education:
Bachelor’s degree (B.A.), or equivalent combination of education and experience.

Experience:
•3 – 5 years experience with inbound call center operations management preferred
•3 - 5 years management/leadership preferred
•Retail experience a plus
•Strong customer orientation
•Excellent communication and problem solving skills
•Strong Customer Service orientation
•Proficient in Excel, Word, Outlook and PowerPoint
•Proven organizational skills
•Strong inter-personal and motivational skills
•Highly developed telephone skills
•Excellent time management skills
•Management in a contact center environment
•Experience in performance management
•Forecasting and staffing
•Inbound/outbound email management
Apply