Senior Manager, Client Services in Danbury, CT at Ethan Allen Global Inc.

Date Posted: 9/11/2019

Job Snapshot

Job Description

Requisition ID: 006539

Position Summary:

Responsible for planning, leading, managing, and coordinating activities for the customer service call center operations.  Oversees customer service representatives engaged in ensuring quality assistance to customers through customer communications, processing orders and coordination with other departments, and retailers as required. 

 

Essential Duties and Responsibilities:

  • Manage the operations of a team of Client Service associates:
    • Walk around associates’ area and be available to assist team members with calls when necessary; continuously monitor call queue and track inbound calls, ensuring associates are logged in and ready to accept calls; address and resolve calls escalated by team members. Motivate and encourage associates through positive communication and feedback.
    • Conduct weekly meetings with Client Services team members to: review the past week’s events, including statistics, results, and industry news; disseminate new product information; discuss point-of-interest topics for the associates; communicate company information such as sale beginning and endings, what’s on sale, etc.; provide associates with a glimpse of future weeks; and answer questions and take comments.
  • Perform bi-weekly monitoring evaluations for each operation performed with each associate, to ensure compliance with department standards and guidelines.
  • Create schedules for team members to meet service level objectives. Track attendance, daily statistics, paid time off, sick time, etc.
  • Answer call center phones, respond to email inquiries, process service requests, etc., to truly understand what associates are facing (up to 25% of the time).
  • Administer training programs for new hires and existing staff.
  • Develop contests, awards, and themes that increase associates’ morale and focus.
  • Manage initiatives and communicate results for items such as:
    • Monthly service team productivity analysis and first call resolution statistics
    • Live Chat scorecard, monthly summary, and overall campaign performance. Create monthly Live Chat newsletter and send feedback to Retail Management
    • BirdEye social listening/reputation management platform – tag each review for trending, ensure field responses are posted in a timely manner, share best practices, and create monthly scoring summary
    • Year over year lead time review, communicate aged open wholesale orders for action, manage orders with disco items and orders without a promise date to disposition
    • Various item sales reports such as product category sales and monthly written sales summary
  • Review weekly WOR manufacturing reports to determine current lead times by product type, work with senior management to determine message to communicate across all platforms
  • Increase customer satisfaction by reviewing Past Due Open Orders and Aged Open Orders to determine next steps with Manufacturing, Merchandising, or Distribution to ensure orders are processed.
  • Maintain the internal Client Services blog to share relevant information throughout the organization
  • Authorize credits to retail and debits to vendors within established guidelines.
  • Read and respond to reviews posted on reputation management platform.
  • Monitor and respond to Amazon client inquires on Amazon’s multiple platforms, including over the weekend on a rotational basis.
  • Educate and train Designers and Retail Managers to certify them to live chat or to be live chat trainers.
  • Assist with updating of live chat education materials as needed.
  • Provide guidance to retail as needed regarding responses to social media posts and reviews.
  • Provide weekly status updates to Director, Client & Retail Services.
  • Create and review quarterly standards assessments with CSR’s summarizing monitoring results.
  • Identify trends related to all aspects of service and recommend suggestions for resolution.
  • Work with internal departments and external vendors to remove obstacles preventing Ethan Allen to provide the best possible service to its clients.
  • Assist in developing departmental goals and procedures.
  • Perform other assigned projects and related tasks within department as needed.

Job Requirements

Knowledge, skills, and abilities:

  • Bachelor’s Degree / equivalent with a minimum of two (2) years’ experience in retail customer service OR High school diploma / equivalent with a minimum of five (5) years’ experience.
  • Solid understanding of Ethan Allen’s products and warranties.
  • Strong written and verbal communication and organizational skills required. 
  • Excellent interpersonal skills and ability to work well in a team environment a must.
  • May require holiday, evening or weekend work hours

 

Ethan Allen is an Equal Opportunity/Affirmative Action Employer.  All Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.  We are an E-Verify Employer.

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