What are the responsibilities and job description for the Customer Care Representative position at Red Mountain Retail dba ASHLEY?
Ashley is the #1 Furniture and Mattress company in North America. Red Mountain Retail owns and operates Ashley in North and Central Alabama.
We are looking for a leader to increase productivity at our corporate call center.
Job Responsibilities:
- Strategically lead and develop a team of 10 customer care representatives to improve and enhance the customer experience by setting and maintaining clear accountable performance measures.
- Help define the expected level of customer experience and communicate it to the team
- Assist in designing a high performing crosssell function for the call center team
- Oversee the achievement and maintenance of customer experience KPIs and standards
- Report defined KPI’s to the executive team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Personally handle the most complex and escalated customer service issues
- Identify and implement strategies to improve quality of service, sales opportunities, productivity and profitability
- Evaluate staff’s performance and implement coaching and development plan when needed
Requirements:
- Superior knowledge of general customer service principles and practices
- Exceptional interpersonal and persuasive skills
- 3 years of sales and customer service experience (Call center experience is preferred)
- 3 years of managing a team of 10 employees with current or past experience scaling a team up and down based on volume
- Current with relevant technology trends and applications
- History of training and motivating a successful team
- Current with relevant technology trends and applications
- Proficiency in Google Suite and/or MS Office applications
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
About Red Mountain Retail dba ASHLEY
Founded in 1987, Red Mountain Retail (RMR) is owned and operated by Woody Marks of the Marks-Fitzgerald furniture family of Alabama. Marks-Fitzgerald has a 75 year legacy of providing excellent customer service in our area. Ten (10) Ashley stores belong to the Red Mountain Retail organization with sales consistently exceeding $35 million each year. Our stores are located across North and Central Alabama in Huntsville, Hoover, Scottsboro, Birmingham, Florence, Fultondale, Anniston, Tuscaloosa, Cullman and an Outlet store in Trussville. Our Distribution Center is located in Bessemer, AL. The company currently employs approximately 200 employees in our corporate headquarters. Our distribution center, retail, and customer care associates are dedicated to transforming our customers’ shopping experience by providing superior customer service and quality products!!!Salary : $35
