Hobby Lobby Employment – Customer Service Manager

Job Description:

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

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