Director, Customer Care

Company: 1-800-FLOWERS.COM, INC.
Location: Bolingbrook
Posted on: March 18, 2023

Job Description:

Job Summary: The Director of Customer Care for the Personalization Mall brand is a leadership role that will manage direct communications with our customer. This position will oversee a quality customer service experience for our online retail gift business. The Director will monitor all points of customer input using reporting and data analysis to prioritize improvements within the business to continuously increase our customers' satisfaction. Working with other leadership teams from Merchandising, Marketing, Web Design and Fulfillment teams, the Director will help our growing business maintain a world class customer service experience. The position will directly manage the Customer Service team providing excellent service while meeting performance targets. The Director will understand our evolving customer service needs and prepare our service center for future growth within our family of brands. This is an onsite position located in Bolingbrook, IL. Goals and Objectives: - Manage overall staff to meet service targets while meeting budget goals - Mentor and develop leadership staff to meet service targets and objectives - Develop coaching programs to improve individual performance - Develop, suggest, and create process optimization - Evaluate and monitor the customer's experience from site entry through delivery - Create skill-based task allocation to divide tasks by capability and develop skill set leaders - Improve service efficiency by increasing first contact resolution - Oversee direct costs: labor and support systems - Implement technology and automation to better serve the customer - Monitor continuity of service-related messaging throughout all points of customer interaction - Develop a customer satisfaction measurement system - Keep up to date on today's customer expectations and needs - Ready to be hands-on, get into the details to drive customer satisfaction Required Skills/Abilities - Excellent verbal and written communication skills - Excellent interpersonal and customer service skills - Strong ability to use data analytics to direct decisions - Strong knowledge of P&L principles managing a customer center to a budget - An encouraging attitude promoting a continuous positive experience - Strong skills in Microsoft Outlook, Word, Excel, and PowerPoint - Demonstrate the use all service center tools, email, phone, chat to manage performance Education and Experience: - Bachelor's Degree - 5 years managing an e-commerce online retail Customer Service contact center - 10 or more years of experience in Customer Service - Experience managing a 24/7 service contact center with variable team members from 50-150 - Experience managing remote direct reports and a 3rd party workforce

Keywords: 1-800-FLOWERS.COM, INC., Bolingbrook , Director, Customer Care, Executive , Bolingbrook, Illinois