What are the responsibilities and job description for the Customer Service/Call Center Manager position at Starcrest Products Of California?
Customer Service/Call Center Manager
Starcrest Products of California, Inc., is one of the nation’s leading catalogue and e-commerce retailers. At Starcrest, our customers are number one! Providing the best possible shopping experience is our top priority.
Starcrest is seeking individuals with experience in managing its 24/7 Customer Service and Call Center activities including both on-site and remote employees.
Designated Key Responsibilities:
- Lead the Customer Service/Call Center team to successfully meet and exceed results in all service metrics; quality; customer service; productivity; employee relations, staffing, service levels, management development, training, planning, process and procedures
- Manager daily operations to ensure proper staffing to answer customer phone calls.
- Analyze data to identify the highest value initiatives to improve the customer experience and department efficiencies. This may include outsourcing for call volume overflow, researching providers and contract negotiations.
- Help lead the architecture, implementation and project management for customer service and order center improvements
- Serve as a thought leader and strategic planner as it relates to Customer Service and Order Center departments.
- Work cross-functionally with other departments to enhance the overall customer experience, and to implement multi-tasking to improve productivity.
- Manage multiple projects, ensuring deliverables are on time and of the highest quality.
Qualifications
- 4 years in a management capacity with experience in Customer Service and Call Center as well as experience in remote management
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Solid communication skills to effectively deal with management, staff and/or outside contacts.
- Ability to effectively partner with various levels of management.
- Ability to create and produce letters, memos and spreadsheet reports
- Must be able to work some holidays and weekends as required to fulfill business and operating plans
- Experience with VOIP and Cloud based phone systems helpful.
Interested in joining the Starcrest family?
To complete the application, please visit Human Resources at 3660 Brennan Ave, Perris, CA 92571. We are open 8:00am - 4:00pm Monday - Friday.
** The pre-employment process includes a drug screen and criminal background check. **
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Overtime
COVID-19 considerations:
To keep our employees safe, we follow all guidelines from CDC, State and County. We require employees to wear masks and work at a safe distance. Daily temperature checks are administered before entering the work area.
Experience:
- Call center management: 4 years (Preferred)
- Customer Service Management: 4 years (Preferred)
- Remote Worker Management: 3 years (Preferred)
Work Remotely:
- No
COVID-19 Precaution(s):
- Personal protective equipment provided or required
- Temperature screenings
- Social distancing guidelines in place
- Sanitizing, disinfecting, or cleaning procedures in place