Manager, Customer Service I

About the role

The ideal candidate will challenge, coach, and mentor their team to go above and beyond to build unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing Team Members that are having difficulty meeting Chewy standards.

Responsibilities

• Manage a team of 10-25 direct reports
• Build and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all Team Members
• Leverage multiple data points, trending information, and behavioral patterns to establish and implement coaching strategies
• Manage the corrective action process up and through termination for conduct or performance related issues
• Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection
• Improve production levels of phone, email, chat and social media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity
• Deliver individualized feedback on performance and behavior to all Team Members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps
• Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other Team Members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge
• Monitor and control Team Members' productivity and workload of multi-channel volume
• Partner with the Operations Manager to create and implement annual engagement plans and activities
• Support and handle customer and systems issues as needed
• Aid and support learning and development needs for Team Members to successfully complete their metric expectations and to stay current on new product training as needed
• Handle employee concerns and issues to HR where necessary
• Participate and provide feedback on business initiatives that directly impact the Customer Service Team
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow Team Members
• Conduct retention checks with Agents to check knowledge of current Chewy information
• Identify operational deficiencies and suggest plans for improvement
• Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to increase efficiency and customer satisfaction

Requirements

2-5 years’ working experience in a customer service or call center environment

Management experience with 5 or more direct reports

Ability to manage a high volume or information/data

A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment

Excellent verbal and written communication abilities

Proficiency in Microsoft Office Suite products

Qualifications

Position may require some travel

(Must be willing to work evening shifts and perform other duties as needed)

Skills

Understanding of customer service principles and practices

Strong organizational and time management skills

Effective communication and interpersonal skills

Ability to work independently and as part of a team

Benefits

Chewy is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic