Job: Manager, Sales Support & Customer Call Center

Jobing Description

Responsibilities:
* Thorough understanding of industry best practices provide recommendations and direction in evolving our call center to best in class
* Through labor scheduling analysis ensure associates are properly lined up against the call volume, ensuring established service level agreements are met
* Partner with Alliance Data and LP to research suspicious account activity
* In partnership with CRM proofread promotional coupon verbiage to ensure accuracy
* Manage the process of immediately recognizing and communicating escalated issues as they occur
* Assist in the process of handling customer calls as needed
* Ensure adherence to the Customer Feedback Protocols from a Brand Headquarters standpoint as well as from a Field standpoint
* Establish and direct issuance of appropriate compensation to retain customer loyalty
* Respond to and resolve issues submitted to the Better Business Bureau
* Manage the process of logging all General Liability claims
* Act as liaison between insurance claims reps and the Field organization
* Act as liaison between attorneys and BHQ and the Field organization
* Provide weekly presentation of the call centers top call reasons to the Operations Leadership team
* Generate monthly customer feedback reporting for presentation to the Executive Committee
* Ensure that all escalated customer issues are handled appropriately and in a timely fashion
* Provide partnership for Field Leaders with resolution of escalated customer matters
* Through management of the call center coordinators partner with Sales Audit to ensure that customer accounts are credited appropriately

Qualifications:

* 2-3 years of experience in service management -related role.
* Ability to analyze situations and resolve issues with innovation and creativity.
* Ability to communicate and negotiate effectively with all levels inside and outside the organization.
* Ability to drive projects through to completion.
* Attention to detail.
* Proficiency in Word, Excel, Power Point and Outlook

Education:

Bachelor s Degree in Communications, preferred