Manages and coordinates customer experience/service operations and activities; The manager is also responsible for certain performance metrics, to establish weekly work schedules, and control overtime cost. Works closely with the team members to ensure outstanding customer service and enhanced customer relations across the entire business.
Your Responsibilities:
- Team Management: Coordinate operations, establish schedules, and control overtime costs.
- Positive Culture: Foster a supportive and fun work environment.
- Performance Monitoring: Ensure high standards and conformity to company policies.
- Information Sharing: Keep staff updated on new products, procedures, and customer needs.
- Productivity Enhancement: Analyze and maximize call center efficiency.
- Training & Development: Train, supervise, and motivate office staff.
- Customer Support: Handle escalated complaints and implement recovery strategies.
Daily Duties:
- Email Management: Ensure prompt responses to customer and internal communications.
- Quote Follow-Up: Review monthly quote reports and follow up on opportunities.
- Order Management: Oversee daily/weekly orders.
- Event Reminders: Send daily event/gratuity reminders.
- Complaint Tracking: Update the complaint tracker daily.
- Sales Tracking: Monitor and update sales vs. budget goals.
- Order Confirmations: Ensure all next-day order confirmations are completed.
Qualifications:
- Managerial Experience: Proven track record in leadership roles.
- Communication Skills: Excellent verbal and written skills in both Spanish and English.
- Organizational Skills: Strong problem-solving and analytical abilities.
- Attention to Detail: Acute attention to detail and ability to manage priorities.
- Tech Proficiency: Skilled in databases, software, Internet, spreadsheets, and word processing.
- Salary Range - $42,000 - $47,000
- Benefits: Medical, Dental, Vision, etc.
- Equal Opportunity Employer/Veterans/Disabled
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- he Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance