Job Description: At Hobby Lobby we are passionate about our customers! We are looking for a skilled Customer Service Manager who can lead our representatives to provide outstanding customer service. The Customer Service Team works on the front lines in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone or email, we empower our Customer Service Team to resolve the issue. Job Responsibilities: Manage a team of 30 phone and email representatives Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process Work closely with Human Resources and Senior Leadership to address and resolve employee issues Troubleshoot and report website and system errors to proper teams Administer annual employee evaluations Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, exceed customer expectations, build customer loyalty and take advantage of sales opportunities Conduct quality assurance (call monitoring) reviews Effectively interview and recommend candidates for hire Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution Job Details: Company: Hobby Lobby Vacancy Type: Full Time Job Location: Oklahoma City, OK Application Deadline: N/A Apply Here instantcareers.net
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