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