Sr. Manager, Customer Service

Job Locations US-PA-Pottstown
Category
Customer Service/Support

Overview

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com and AmericanTrucks.com, we’ve been engaging car enthusiasts with exceptional products, services, and experiences since 2004.

 

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

 

To continue our growth path, we are adding a Senior Manager, Customer Service serve as the lead point of contact for the phone channel of Turn5 Customer Service. You will be responsible for developing, building and mentoring agents and supervisor teams. You will oversee the day to day operations of the phone channel team, multiple shifts over seven days a week. You will oversee the scheduling and work-force management functions for agents as well as coordinate the Customer Service VTO program. You will form and disseminate our culture and values, identify and implement strong work processes. You will also use technology to leverage the workforce, measure and improve key performance indicators, and streamline the workflow within the service organization.

 

You will be challenged to work strategically and tactically to deliver results. One minute you might be developing our supervisory team, the next minute leading the phone channel team in maintaining metric results, policy adherence, and process consistency and the next minute working with the Director to create staffing plans, schedules, quality initiatives and process change initiatives. Regardless of the task, it’s critical you have strong situational awareness and EQ as you’ll work with diverse stakeholders across the organization.

Responsibilities

Year 1 is going to be about:

 

  • Lead the phone channel teams in maintaining metric results, policy adherence, and process consistency. Provide input into the creation of staffing plans, schedules, quality initiatives, process change initiatives
  • Enable a self-driven, customer-focused and innovative team that drives a culture of making an outstanding customer experience
  • Drive Improvement & Change: Participate in business leadership meetings. Develop and drive strategies and programs which improve the competitive position and profitability of the organization
  • Process Improvement: Develop expertise in our systems and develop quality processes that create workflows for increasing productivity and customer satisfaction; develop, analyze and improve strategies and work procedures.  Develop, plan, and implement short- and long-range goals
  • Promote Customer Satisfaction: Create solutions for complex customer service issues and become proactive in resolving negative service trends. Help create an extraordinary customer experience through a relentless focus on our core values.

Qualifications

We can’t skip over some of the specific skills and experience we know are a “must” to be successful.  So, we need you to have:

  • 5+ years of proven leadership in B2C multi-channel contact center environment
  • Ability to identify with an enthusiast market
  • Automotive knowledge a plus!
  • Experience understanding and analyzing metrics to identify opportunities for future training and continuing education

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