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|Job Category :
||Sit ‘n Sleep
||Director of Customer Service
||14300 South Main Street, Gardena, CA 90248
|Job Description :
||Position SummaryProvide direction and leadership to an expanding Customer Service Department. This will include the coaching and training of representatives, evaluating and maintaining a high standard of effectiveness and quality performance in line with company goals and objectives. Accountable for the overall achievement of department objectives as well as the resulting level of internal and external customer service provided.Essential functions· Direct the daily operations of Sit ‘n Sleep’s Customer Service.· Design and manage the initial and on-going employee training program.· Formulate and implement operational procedures and implement initiatives and creative solutions and recommendations to enhance quality of service.· Design and provide metrics to manage call center function effectively and efficiently.· Direct and provide quality control for all Customer messaging in telephone, e-mail and written correspondence with customers.· Handle elevated and most complex customer service complaints. Make sure that the company is properly represented in legal matters, BBB matters, and complaints raised via the State’s Consumer Affairs division.· Work with stores/customers/internal departments to ensure that comments made in peer review forums (YELP, GOOGLE PLACES, Etc.) are dealt with swiftly and to the satisfaction of the customer to protect the company image.· Analyze employee performance, provide feedback and coach for individual improvement in quality and productivity performance.· Provide corrective action and course corrections when employees are not performing or behaving in accordance with company standards.· Formulate and maintain staff schedules to ensure optimum service coverage.· Work with external Marketing contractor to ensure that the Sit ‘n Sleep website is optimized and producing the sales results that the company is seeking.· Make sure all budgets are produced and adhered to with anomalies brought to the attention of the appropriate individuals in Finance/Accounting.· Work with outside vendors to ensure that practices match our company vision and mission.· Other projects and responsibilities may be added at the company’s discretion.· Analyze Active Track to confirm the Customer Service team is on task & being efficient.Competencies· Excellent time management skills and ability to multitask· Team player who works together with multiple teams to create effective solutions.· Attention to detail and problem solving· Strong organizational and planning skills· Excellent computer skills including Microsoft Office, Outlook, Excel· Basic understanding of clerical procedures and systems such as recordkeeping and filing.· Ability to work independently.Supervisory responsibilities· Demonstrated ability to supervise a team, participate in their professional development, conduct performance reviews and goal setting· May train, and manage subordinate staff.· May oversee the scheduling, assignments, and daily workflow of subordinate staff.Work environment· Typical office environment with standard equipment and tasks.· Position requires work at a computer/video display terminal and desk for extensive periods of time.· Must Be Willing to Work Overtime, Holidays and Rotating Shifts.Physical demands· The ability to work in a constant state of alertness and in a safe manner is required for this position this position.· Requires regular twisting/turning/squatting/bending/reaching/lifting and prolonged periods at a stationary/mobile work station.· Ability to lift 20 pounds.· Ability to maneuver packages of any weight above 20 pounds with appropriate equipment and/or assistance from another person.Sit ‘n Sleep will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to Sit ‘n Sleep. Applicants who require reasonable accommodations should submit a written request may contact the Human Resources DepartmenJob Type: Full-timePay: $100,000.00 – $110,000.00 per yearBenefits:401(k)Dental insuranceDisability insuranceEmployee assistance programEmployee discountFlexible scheduleHealth insuranceHealth savings accountLife insurancePaid time offTuition reimbursementVision insuranceSchedule:Monday to FridayWeekend availabilityAbility to commute/relocate:Gardena, CA 90248: Reliably commute or planning to relocate before starting work (Preferred)Education:Bachelor’s (Preferred)Experience:Customer Service Management: 10 years (Preferred)Work Location: One location
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