11 Manager, Customer Service I Jobs in Louisville, KY
Chewy is Hiring a Manager, Customer Service I Near Louisville, KY
We are looking for a Team Manager in Louisville, KY, to provide proactive leadership and development toa team of 10-25 hourly team members who support multiple channels within the business The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing team members that are having difficulty meeting Chewy standards.
The Team Manager should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.
What You’ll Do
- Manage a team of 10-25 direct reports
- Create 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 all team members.
- Leverage multiple data points, trending information, and behavioral patterns to establish and execute coaching
- Manage the corrective action process up and through termination for conduct or performance related
- Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
- Improve production levels of phone, email, chat and social media teams through reoccurring meetings and huddles to communicate critical business updates and drive team member productivity.
- Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps
- Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.
- Monitor and control team members' productivity and workload of multi-channel
- Partner with the Operations Manager to create and execute annual engagement plans and
- Support and handle customer and systems escalations as
- Assist and support learning and development needs for team members to successfully complete their metric expectations and to stay current on new product training as needed.
- Handle employee concerns and escalations to HR where
- Participate and provide feedback on business initiatives that directly impact the Customer Service
- Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team
- Conduct retention checks with Agents to check knowledge of current Chewy
- Identify operational deficiencies and suggest plans for
- Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency and customer satisfaction.
Job Summary
Full Time
Retail
$59k-86k (estimate)
08/19/2023
07/26/2024
chewy.com
CLAYTON, IN
15,000 - 50,000
2011
DAVID BORTHWICK
$5B - $10B
Retail
Related Companies
About Chewy
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 45,000 items (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer. Our commitment to customer service is the core of our brand, and our customers love us for it. We WOW pet parents through 24/7 assistance, advice and encouragement every day of th...e year. We make pet parenting easy with our convenient Autoship subscription programwhich allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need. As an e -commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers experience. From an easy to navigate website and highly rated mobile apps, to detailed order tracking and personalized Pet Profile features, we are transforming the way pet parents shop. We're also growing fast. No longer a young pup, we're proud to be one of the fastest growing e-commerce companies of all time. With growth comes the exciting opportunity to be a part of a world-class organization of diverse team members, responsible for driving our latest innovations and customer experiences.
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The job skills required for Manager, Customer Service I include Customer Service, Leadership, Initiative, Coaching, Communication Skills, Listening, etc. Having related job skills and expertise will give you an advantage when applying to be a Manager, Customer Service I. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager, Customer Service I. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Manager, Customer Service I positions, which can be used as a reference in future career path planning. As a Manager, Customer Service I, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Manager, Customer Service I. You can explore the career advancement for a Manager, Customer Service I below and select your interested title to get hiring information.
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