Description
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:
The mission for the PRO Ops Customer Success Specialist is to process the influx of customer care concerns through incoming phone calls, e-mails and other correspondence. This role will be responsible for researching and resolving customer complaints effectively while maintaining Leslie's brand as a leader in customer care. The PRO Ops Customer Care Specialist will provide business leaders with detailed reporting for company programs and initiatives resulting in the reduction in the number of customer care incidents. The PRO Ops Customer Care Specialist will leverage critical thinking skills and problem solving to determine when it is necessary to escalate specific concerns. You will acquire, analyze, and interpret comprehensive datasets, leveraging data to inform decision-making processes. You'll specialize in transforming insights into compelling narratives, primarily through PowerPoint presentations, effectively communicating the story behind the data. You will report to the Director of Pro Operations and collaborate with teams across the Pro Division & cross functional partners.
Responsibilities:
- Improve customer satisfaction resulting in a decrease in Pro customer issues year over year
- Reduce the amount of dollars paid to resolve issues year over year
- Develop reporting for inquiries and streamline resolution for Pro customer concerns
- Identify and articulate strategic opportunities aligned with competitive strategy and positioning
- Drive sales and margin growth by identifying actionable insights to enhance product performance
- Conduct comprehensive analysis of category and industry trends, presenting findings to leadership
- Serve as the primary analysis resource within the Pro department
Qualifications:
- Develop reporting for inquiries and streamline resolution for Pro customer concerns
- Excellent verbal and written communication skills
- Exceptional phone etiquette
- Microsoft Word/Excel/Access proficiency
- Consistently positive, professional interactions with others
- Ability to remain resilient and exude patience and empathy and provide excellent customer care when dealing with challenging circumstances
- Bachelor's degree in business, economics, mathematics, analytics, or a related field
- Preferably, prior pricing experience in a corporate retail or finance setting
- High proficiency in Microsoft Office suite (PowerPoint, Excel, Word, Access) and SQL
- Proficiency in data analysis, financial modeling, and forecasting techniques
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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.