Customer Care Team Manager

DIVE IN TO A NEW CAREER WITH LESLIE'S: 

Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000 retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.    

Job Overview:

Customer Care at Leslie's focuses on delivering exceptional service by providing accurate product information, resolving issues, processing returns, and addressing complaints with empathy. It involves maintaining positive relationships through phone, email, and other communication channels, ensuring customer satisfaction. The goal is to ensure a seamless experience by working collaboratively with different departments and staying updated on industry trends, products, and policies.

The Customer Care Team Manager is responsible for overseeing a team of customer care team leads and representatives to ensure a high level of customer satisfaction and efficient service delivery. This role involves managing day-to-day team operations, coaching and developing staff, handling customer escalations, and driving continuous improvements to enhance the customer experience. The Manager will work closely with other departments to align customer care goals with broader company objectives.

Key Responsibilities:

• Cultivate a customer-focused culture, driving collaboration, improvement, and accountability.
• Lead and motivate the team to meet performance targets, ensuring adherence to policies and best practices.
• Monitor performance, conduct daily reviews of survey and quality scores, and provide coaching within 24 hours for improvement.
• Collaborate with Customer Experience Manager/Quality Evaluator to align expectations.
• Provide weekly one on one coaching, training, and performance reviews, fostering skill development and continuous learning.
• Manage performance issues, including corrective actions, improvement plans, and reviews.
• Oversee the resolution of customer inquiries and escalations, ensuring timely responses and satisfaction.
• Implement feedback mechanisms to assess satisfaction and identify areas for improvement.
• Address escalated issues directly with customers.
• Ensure adequate staffing during peak periods, overseeing scheduling, time-off requests, and shift changes.
• Handle hiring and recruiting, including job requisitions, interviews, and onboarding.

Requirements:

• Bachelor’s degree in business administration, Management, Communications, or a related field.
• Relevant certifications in customer service management or team leadership are a plus.
• At least 3-5 years of experience in a customer service-related field.
• 1 years of proven experience managing a team, including performance management, coaching, and development.
• Strong background in customer support, preferably in a contact center or similar environment.
• Coaching, development, problem solving
• Exceptional leadership, interpersonal, and communication skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving skills and the ability to handle customer escalations effectively.
• Ability to use data to make informed decisions and drive improvements.
• Proficiency with customer service software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong focus on customer satisfaction, with a genuine commitment to improving the customer experience.

                               Leslie's provides a robust benefits package, including:

• Comprehensive medical, pharmacy, dental, & vision plan options.
• Health savings account (with enrollment in the high deductible health plan option).
• Health & dependent care flexible spending accounts.
• Company-paid basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Company-paid short-term disability and voluntary long-term disability insurance.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage access is available, allowing early access to a portion of your earned wages before payday.
• Product discounts at Leslie’s Retail stores.

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.