Assistant Manager-Call Center
KENNETHS HAIR SALON & DAY SPAS, INC · Columbus, OH · 1 wk ago
On-siteCustomer Service$18.83/hrFull-time
Responsibilities
- Serving as a primary point of contact for guests, assisting with appointment scheduling, answering inquiries, resolving concerns, and ensuring every interaction reflects our commitment to excellence.
- Supporting all Service Providers and Guest Service associates in delivering a luxury experience for guests.
- Assisting the Call Center Manager in daily operations of a high-volume call center.
- Supervising, coaching, and motivating guest service/call center associates.
- Answering, investigating, and responding to all guest inquiries regarding appointments and concerns.
- Monitoring call quality, customer satisfaction, and call resolution.
- Delivering new hire and continuous improvement training for all associates.
- Ensuring all Kenneth’s standards are met each day: Brand Standards, Dress Code, Company Policies and Procedures.
- Coaching Call Center associates in exceeding service expectations by performing quality assurance reviews.
Qualifications
- A commitment to the Kenneth’s Salon + Spas brand and ability to ensure all employees are exhibiting the culture every day.
- Scheduling availability of 40 hours a week with open availability to meet the needs of our guests and business, which will include 3 Saturdays/month.
- Shifts will vary from 7a-3p on Saturdays and/or 12p-7p weekdays.
- A commitment to guest care and ongoing professional growth.
- Expert customer service and communication skills, most notably professional phone skills.
- Prior call center experience preferred.
- Strong problem-solving ability.
- Detail oriented.
Benefits
- Employee Stock Ownership Plan (ESOP)
- 401(k)
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA)
- Employee Assistance Program
- Professional Development and Continuing Education Opportunities
- Generous Employee Discounts on Services and Products
- Paid Time Off
- Life Insurance
- Accident and Critical Illness Coverage
- Short-Term Disability Insurance
Pay
$18.83/hr
Schedule
On-site position, shifts vary from 7a-3p on Saturdays and/or 12p-7p weekdays.