Manager Customer Service I RX

About the Role

Chewy is seeking a Team Manager in Louisville, KY, to provide proactive leadership and development to a team of 10-25 hourly team members supporting multiple customer service channels. The ideal candidate will coach and mentor their team to create impactful customer experiences while resolving issues and meeting service and quality expectations.

Responsibilities

• Manage a team of 10-25 direct reports.
• Create and drive talent management strategies, including succession planning, talent reviews, and development of all team members.
• Leverage data and behavioral patterns to establish and execute coaching strategies.
• Manage the corrective action process, including terminations for conduct or performance issues.
• Partner with recruiting to conduct interviews, define hiring profiles, and provide feedback on candidate quality.
• Improve production levels across phone, email, chat, and social media teams through recurring meetings and huddles.
• Deliver individualized feedback on performance and behavior to identify areas of opportunity and develop action plans.
• Review and score customer calls using quality control guidelines to ensure consistency in grading and adherence to Chewy standards.
• Monitor and control team members' productivity and workload across multiple channels.
• Partner with the Operations Manager to create and execute annual engagement plans and activities.
• Support learning and development needs for team members to meet metric expectations and stay current on product training.
• Handle employee concerns and escalations to HR as necessary.
• Provide feedback on business initiatives impacting the Customer Service Team.
• Conduct retention checks with agents to assess knowledge of Chewy information and identify operational deficiencies.
• Prepare reporting by collecting, analyzing, and summarizing data to improve processes and resource allocation.
• Perform other duties as needed.

Requirements

• Must be able to obtain a Pharmacy Technician License from the Kentucky Board of Pharmacy.
• Must live in Kentucky within 100 miles of the Louisville facility (3621 Fern Valley Road, Louisville, KY 40219).
• 2-5 years of experience in a customer service or call center environment.
• Excellent communication skills (written, verbal, and listening), including passing an automated assessment if applicable.
• Ability to multi-task using Microsoft Windows and web applications such as Slack, Zoom, Oracle Chats, and Outlook.
• Proficiency in data entry, rapid navigation through systems, and using multiple monitor screens.
• Proven coaching skills that impact both front-line agents and leadership.
• Ability to manage a high volume of information and data.
• Willingness to work evening and/or weekend shifts and travel as required.

Benefits

• Empowerment to bring your authentic self to work and contribute unique perspectives.
• Opportunities for growth and development, including ongoing training and resources.
• Encouragement to act like an owner and make a difference in the business.
• Competitive wages and comprehensive benefits, including medical & dental insurance and 401k.