Experienced Customer Service Center Manager – Team Leadership, Performance Enhancement, and Customer Experience Expertise

Introduction to blithequark At blithequark, we pride ourselves on delivering exceptional customer experiences through our integrated business-to-business distribution platform and omnichannel presence. As a leading provider of products and services, we empower every business, professional, and consumer to achieve more every day. Our commitment to excellence is reflected in our world-class supply chain and distribution operations, dedicated sales professionals, online presence, and network of retail stores. We are now seeking an experienced Customer Service Center Manager to join our team and lead our customer care professionals in providing outstanding service to our customers. Job Overview The Customer Service Center Manager will be responsible for leading a team of non-exempt customer care professionals who deliver exceptional service to our customers via inbound/outbound calls, email, chat, text, and other emerging forms of communication. The successful candidate will hire, train, observe, and develop associates who adhere to blithequark's values and policies while inspiring them to achieve all performance goals, including revenue, quality, and customer experience. Primary Responsibilities Manage and lead a group of customer care professionals, monitoring quality, behavior, and performance to ensure that we are meeting blithequark's vision of service. Conduct coaching, training, and quality observations to improve performance. Recognize, motivate, and inspire customer care professionals who excel in required levels of performance while coaching those who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development. Attend cross-functional conference calls and contribute to or lead special projects or tasks as needed. Address facility maintenance, safety, security, and operations issues via defined internal processes. Handle customer escalations as required and serve as the primary contact at the site for all operational issues. Review CRM, Call Disposition, QA, SR reports to ensure agents are following all customer care standards. Manage payroll, time off, annual performance reviews, and PDP goal setting. Develop and implement associate programs, such as motivational and developmental initiatives. Education and Experience The ideal candidate will have a High School Diploma or GED, with a Bachelor's Degree preferred in Business or a related area. A minimum of 4-7 years of experience and/or training in customer service management, with a proven track record of revenue growth responsibility and quality and performance management methodology, is required. Essential Qualifications Minimum 5 years of proven customer service management experience with revenue growth responsibility Minimum 5 years of experience with Quality and Performance Management methodology (call and database quality monitoring and coaching) Excellent verbal and written communication skills Demonstrated planning, organizational, analytical, and decision-making skills required Experience in developing and implementing associate programs, such as motivational and developmental initiatives Decision-making ability with a bias for action Ability to develop new and innovative strategic concepts, ideas, and tactics Ability to motivate, develop, maintain, and retain professional customer service employees Ability to influence peers and coworkers in a positive manner Ability to manage priorities to achieve both short-term results and strategic objectives Preferred Qualifications Technical competencies, including Adobe, Project, PowerPoint, Excel, Word, and the ability to access and manipulate department databases Experience with Oracle, CRM, Medallia, and other customer relationship management tools Knowledge of consultative selling principles and practices Experience with PeopleSoft, Outlook, Broadsoft/Transera, Kronos, myCloud, Gmillennia, AOPS, Web Support, and OD Rewards Skills and Competencies The successful candidate will possess excellent verbal and written communication skills, with the ability to motivate and inspire customer care professionals to achieve exceptional performance. They will have a strong analytical and decision-making ability, with a bias for action, and be able to develop new and innovative strategic concepts, ideas, and tactics. The ability to manage priorities, influence peers and coworkers, and maintain a positive and professional demeanor in a fast-paced environment is essential. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Center Manager, you will have access to training and development programs, as well as opportunities to move into other roles within the company. You will be part of a dynamic and supportive team, with a culture that values innovation, creativity, and customer satisfaction. Work Environment and Company Culture Our work environment is fast-paced and dynamic, with a focus on delivering exceptional customer experiences. We value our employees and provide a supportive and inclusive culture that encourages collaboration, innovation, and creativity. Our company culture is built on a foundation of respect, integrity, and a commitment to excellence, and we are seeking individuals who share these values. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including a 401(k) and other perks. You will be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions. We also provide opportunities for professional growth and development, as well as a dynamic and supportive work environment. Conclusion If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Center Manager at blithequark, you will have the opportunity to lead a team of customer care professionals, develop and implement associate programs, and contribute to the growth and success of our company. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the blithequark team! Apply for this job