Supv Customer Success Interaction Services US

Essential Duties And Responsibilities

• Leading and directing service center operations to ensure a positive service experience for the Mary Kay sales force and end consumers of our brand.
• Timely and efficient processing of inbound and outbound service calls, orders, agreements, emails, and other contacts through all contact channels in the resolution of sales force inquiries and issues, across all career levels from new Independent Beauty Consultants through National Sales Directors, and end consumer inquiries and issues.
• Handling of escalated calls, returning calls to all levels of sales force and working through issues reported by the agents related to potential system problems, promotions or program changes.
• Provides leadership and support to customer success representatives including development, motivation, coaching and recognition to ensure the achievement of individual and departmental goals.
• Maintains awareness of activities across the Company that may impact workload or service levels and responds accordingly.
• Reviews performance reports including volume, cycle time and productivity.
• Continually reviews operational procedures and staffing levels to determine their impact on quality, performance, and productivity goals.
• Maintains awareness of activities across the Company that may impact workload or service levels and responds accordingly.
• Evaluates frequently changing workload and priorities and partners with Workforce Management to reallocate staffing resources to meet service level and financial goals.
• Helps to identify trends and assists service center managers and assistant managers in the collection and organization of quality feedback data received from the independent sales force and end consumers to ensure consistent delivery of Golden Rule Service.
• Prepares various statistical reports and provides reports to management as scheduled for action or further analysis.
• Collaborates across functional lines to improve operational efficiencies and process consistency.
• Supports and applies Company policies and guidelines concerning service functions, using judgment and diplomacy.
• Interfaces on service and system matters with departments including IST, Finance, Legal, Human Resources, Product Quality, Medical Science Affairs, Supply Chain Configuration Management and Inventory Control, U.S. Marketing and Communications, Digital Marketing and eCommerce, U.S. Creative Services, Sales Force Total Rewards, U.S. Event Planning, Sales Force Development, and Sales Education.
• Reviews and modifies work instructions as they are presented for periodic review, as well as, suggests new work instructions when new procedures are introduced.
• Interacts with Training, Workforce Management and Quality Team to ensure the overall readiness of representatives to handle calls and support the sales force.

Knowledge, Skills And Abilities

• Bachelor’s/University Degree or equivalent experience in 5+ years in Contact/Call Center, or in Management, Customer Service, Employee Relations and Operations.
• Demonstrated leadership skills and prior experience as a leader preferably in a call center environment.
• Excellent organizational, communication, and interpersonal skills required to effectively plan, organize and direct day to day work of the Customer Success team and to interact with staff and the independent sales force.
• Strong knowledge of Company policies, guidelines and Company-wide operations is required to effectively function in all aspects of service operations support.
• Working knowledge of technologies including: Service Cloud, Ring Central/Vonage, Customer Relationship (CRM) systems, Workforce Management, Microsoft Office, Tableau, Internet, and Personal Computer skills.
• Ability to utilize courtesy and tact in interactions with department and Company personnel in the exchange of information and identification and resolution of issues.
• Ability to represent the Company at various special events, Seminar, and Independent Sales Force functions will be required on occasion.
• A good understanding of the industry and Mary Kay Inc. independent sales force.