Manager, Client Care Center
Company: Disability Solutions
Location: Piscataway
Posted on: April 19, 2024
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Job Description:
Manager, Client Care Center At Chanel, we are focused on
creating an inclusive culture that nurtures personal growth,
contributing to collective progress. We believe the uniqueness of
each individual increases the diversity, complementarity and
effectiveness of our teams. We strongly encourage your application,
as we value the perspective, experience and potential you could
bring to CHANEL. About the role: Welcome to an exciting opportunity
at CHANEL! We are seeking a dynamic and experienced Manager, Client
Care Center to play a pivotal role in helping to building a Client
Care team in our Piscataway, NJ location. This is a rare chance to
help shape the future of client interactions for a global luxury
brand, where your leadership will be instrumental in creating
unparalleled customer experiences. Our ideal candidate would have 5
years of experience in a related role and is passionate about
delivering exceptional service, driving operational efficiency, and
shaping a world-class team. What impact you can create at CHANEL:
Luxury Service Standards: Ensure that the Client Care team upholds
the highest standards of luxury service, aligning with CHANEL's
commitment to excellence. Embody a client-centric approach and
demonstrate the ability to instill this mindset within the team.
Highlight the significance of understanding and anticipating the
unique needs and preferences of luxury clients. Proactively seek
opportunities to exceed client expectations and elevate the overall
experience through effective coaching and development initiatives.
Team Leadership and Development: Spend 50%-60% of your time
coaching and developing a team of approximately 9 direct reports.
Foster a positive and collaborative team culture that aligns with
the Luxury Service Standards, ensuring that every interaction
reflects the brand's commitment to excellence. Partner with
learning and development partners to implement training programs to
enhance the skills and knowledge of the Client Care Advisor,
focusing on proactive client communication and attentiveness.
Operational Management: Oversee scheduling and workforce management
to ensure optimal staffing levels and efficient operations. Manage
multi-channel contacts across retail and ecommerce Provide
formalized Quality Assurance (QA) scoring to maintain and improve
service quality, aligning with the proactive problem-solving
approach outlined in the Luxury Service Standards. Monitor metrics
and service levels, identifying trends and areas for improvement,
with a commitment to exceeding client expectations. Liaise with our
third-party customer care center vendor, ensuring seamless
integration with their management team. Escalation Management:
Demonstrate composure and resilience under pressure, leading the
team through challenging situations with a calm and collected
demeanor. Navigate and resolve complex client issues by providing
guidance to team members, ensuring effective problem-solving and
maintaining a focus on customer satisfaction. Handle difficult
situations and client escalations with tact and professionalism,
leveraging strong communication skills to de-escalate tensions and
find mutually beneficial resolutions. Implement proactive measures
to prevent escalations, fostering a culture of problem-solving
within the Client Care team. Collaborate with cross-functional
teams to streamline escalation processes, ensuring a swift and
effective resolution while maintaining the highest standards of
service excellence. Collaboration and Communication: Work
collaboratively with other internal Client Care team members, as
well as business stakeholders and tech to ensure a seamless and
unified customer experience. Visit boutique locations periodically
to understand the unique needs of each, fostering collaboration and
an integrated client experience. Embrace the role of the Operations
Manager as a dedicated brand ambassador, both internally and
externally, consistently upholding the values, standards, and image
of the brand in all interactions with the team, vendor, and
clients. Innovation and Continuous Improvement Drive innovation and
continuous improvement initiatives within the Client Care Center by
staying updated on industry best practices, explore new
technologies, and fostering a culture of adaptability. Openness to
Feedback and Coaching: Foster personal and professional growth by
being open to feedback and coaching from peers and leadership.
Actively seek opportunities for improvement and demonstrate a
commitment to continuous learning You are energized by: Thriving in
a highly collaborative work environment, fostering strong
connections with passionate teammates. Navigating complexity and
supporting consistent transformation and change within the
operational landscape. Exercising people leadership skills, with a
focus on coaching and development of team members. Connecting the
dots on problems with a keen eye for details and expert problem
perception. Demonstrating a passion for personal growth and
development, staying abreast of industry advancements.
Understanding the social media ecosystem and its impact on client
care and brand representation. Passionate about delivering an
outstanding experience to luxury clients, ensuring a commitment to
excellence. Proven ability in problem-solving, remaining cool under
pressure, and navigating challenging situations with resilience.
What you will bring to the team: Strong background in Contact
Center or Customer Service, bringing a wealth of experience in
understanding and meeting client needs. Expertise in Operational
KPIs, ensuring a data-driven approach to optimizing performance and
efficiency. Proven experience in building successful teams,
demonstrating the ability to assemble and lead high-performing
individuals. Previous experience mentoring teams through coaching
and consistent feedback, fostering professional development and
growth. Knowledgeable in CRM, Call Routing, Workforce Management,
and Quality programs, with proficiency in platforms such as
Salesforce, Medalia, and Genisys (preferred). Position Logistics: 5
Years of experience in a related role Bachelor's Degree (preferred)
or relevant experience in a related industry The role will
transition to a hybrid model in the Piscataway, NJ location after
the team has been onboarded and stabilized. Ability to travel to
local CHANEL points of sale, as needed Compensation: The
anticipated base salary range for this position is $63,000 through
$110,000. Base salary is one component of the total compensation
for this position. Other forms of variable pay [may/will] be
offered for this position. Other components [may/will] include
bonus potential, benefits, and/or perks. Benefits and Perks:
Wellbeing resources include dedicated paid time off for wellbeing
(2-week August Office Closure and Wellbeing Days in Retail) and a
Wellbeing fund Family and care giving benefits (inclusive of
parental leave, fertility support, MilkStork, and Care.com
Membership) Generous paid time off policies to include vacation,
holiday, sick and volunteer days 401K, pension and other incentives
Robust healthcare offerings; medical, dental, vision, MDLIVE
(virtual care), One Medical, Flexible Spending Accounts (Health
Care & Dependent Care), Health Savings Account and Employee
Assistance Program Life insurance, Accidental Death &
Dismemberment, Short Term Disability, Long Term Disability, Health
Advocate, International Business Travel Accident & Medical, and
Commuter Transit & Parking Flexible Time and Hybrid Work Options:
Corporate/Home Office positions: Fully Remote: Role can be
conducted from home office, may require occasional travel and/or
visits to corporate offices/points of sales. Partially Remote: Role
requires a minimum of three days in-person office presence at the
designated location/office. Work-Place Essential: This role
requires 5 days in person office at the designated location/office.
Retail/Field/Boutique positions: Partially Remote: Fragrance &
Beauty Field, Fashion Regionals, etc.: Requires in-store presence
to develop and coach teams, ensure boutique image and operational
standards are upheld and support and create an elevated client
experience. Eligible for flex time use. Workplace Essential:
Boutique Management: Requires in-store presence to develop and
coach teams, ensure boutique image and operational standards are
upheld, and deliver elevated client service to drive business
results. Front of House Fashion: Full-time in-store and in-person
presence required to support client sales and client service
deliver elevated client service to drive business results. Heart of
House: Requires in-store presence to facilitate the opening and
closing of the boutique; the receiving of inventory; shipping of
product to support sales to ensure optimal client service. *Chanel,
Inc. reserves the right to edit, change, or make exceptions on
designations where circumstances where deemed appropriate.
Additional Information: Chanel is a private company whose values
are grounded in creating the conditions for people to perform at
their best and feel fulfilled and confident in their work. We offer
a unique work environment where individuals are encouraged to
better understand the brand, the business, and motivations, so that
together we can unlock the possibilities of growth. This is
reflected in: Diversity and Inclusion: At CHANEL, we are
intentional in promoting Diversity & Inclusion. We foster respect,
empathy and dignity for all. We believe strongly that the diversity
of our people across the full spectrum of human differences is
essential to our organization and the connections we have with each
other and our clients. We offer Employee Resource Groups in the US
that are voluntary, open to all, employee-led groups formed around
a shared identity or lived experience, whose aim is to foster a
diverse, inclusive, and equitable community aligned with the values
and missions of the communities they support. Chanel Community:
CHANEL Community empowers our employees to channel their passions,
talents and sense of purpose to contribute to and learn from our
communities. Employees are encouraged to take time off annually to
volunteer through CHANEL Community. CHANEL also matches employee
donations to select charitable organizations. Sustainability:
CHANEL Mission 1.5-- is our climate action plan. It is focused on
transforming the business in line with the ambitions of the Paris
Agreement on climate change to limit the average global mean
temperature increase to 1.5 degrees Celsius above preindustrial
levels. Employees are encouraged to contribute to our US
Sustainability efforts at the corporate level and within the
divisions, through organized taskforces and initiatives. Arts and
Culture: We are committed to extending our legacy of cultural
engagement. Global support includes the CHANEL Culture Fund, which
supports a select group of leading art culture institutions across
the globe, and the CHANEL Next Prize for the next generation of
creative talent. US support currently includes Annual sponsorship
of the MoMA film program, Tribeca Film Festival programs and
Through Her Lens, Support of the Academy Gold Fellowship for Women
and Sponsorship of the BAAND Together Dance Festival at Lincoln
Center. Fondation Chanel : Since 2011, Fondation CHANEL's mission
is for women and girls to be free to shape their own destiny.
Through multi-year partnerships with financial and technical
support, Fondation CHANEL is committed to improving the safety and
autonomy of women and adolescent girls around the world, impacting
over a million women and girls in its first 10 years. For more
information, please navigate to the Fondation Chanel website here
Career and Leadership Development: We have dedicated in-house teams
focused on supporting the onboarding of employees, developing
leadership skills via custom programs like Imagine Chanel People,
Heart of Leadership and group and individual coaching, and blended
online and live classes offered on our Bloom platform and by
skilled trainers, such as Shape Your Career, to develop career
building skills. *Chanel, Inc. benefits and perks are dependent on
eligibility and subject to modification by Chanel at any time.
Keywords: Disability Solutions, Sayreville , Manager, Client Care Center, Executive , Piscataway, New Jersey
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