Assistant Manager, Corporate Escalations - Full-time / Part-time

# Description *Assistant Manager, Corporate Escalations* * * The Assistant Manager, Corporate Escalations is part of a highly functioning team responsible for ensuring all escalated Customer issues are consistently handled with the highest level of service and quality to all Toys R Us Customers through phone, email, chat, white mail and social media. The Assistant Manager supports the Manager, Customer Contact with the business strategy, Customer engagement, operations and people management of the CS team. The Assistant Manager supports the leadership team in fostering a positive work environment that ensures both internal and external Customer satisfaction, maximizes productivity and profitability. The Assistant Manager is required to collaborate with peers and leadership, and perform a variety of cross-functional tasks to ensure overall Customer satisfaction and operational excellence. * * *Responsibilities:* * Assist in handling customer inquiries via call centers and emails * Ensure the delivery of an outstanding experience to every customer that contacts RHQ, in all forms of communication; by telephone and written communication * Creates processes that allow his/her team to work with challenging customers in a professional and timely manner, resolving escalated customer complaints quickly and efficiently and turning a bad customer experience into an exceptionally positive one * Maintains brand integrity in all areas of Customer Service interactions and ensure his/her team does the same * Provides feedback to Manager and CS Leadership Team regarding Customer-handling concerns/opportunities;Escalate any issues with recommended solutions to Manager and follow up with Customer as needed * Develop appropriate audit process for team and ensure all contacts are documented completely and meet all audit requirements * Builds, gains buy-in and then leads the strategy to increase customer satisfaction within the Corporate Escalations team * Train the coordinator team to meet or exceed department goals and communicating results * Maintain appropriate employee files and audit compliance * Identifies development needs for each direct report and works with TMs to create development strategy, approach and plan * Identify internal and external talent to create a network of qualified Customer Service associate bench talent * Accept all requests for escalation from Coordinator team, resolves Customer inquiry/complaint and then teaches back to team for future handling * Ensure all Customer inquiries/complaints are handled in a timely and professional manner by team * Maintain a positive representation of the company and associated brands at all times * Create a positive, fun, and motivating environment to enhance employee performance and Customer satisfaction * Monitor individual progress of coordinators to provide coaching opportunities and to understand employee developmental needs * Development and participation in morning meetings including: role-play scenarios, product knowledge, and psychology of customer service behavior training * Team building and mentoring * Contributes to and leads the team to deliver the business strategy for the brands * Tracks productivity of each coordinator and ensures TMs are meeting department standards for all tasks and assignments * Works to developrobust training documentation to leverage for existing and newly hired Coordinators, ensuring that department and company initiatives and standards are covered * Trains Coordinator team andensure that everyone fully understands company direction. * Manages and executes the development of the Coordinator team by providing in-the-moment coaching, training and feedback and actively facilitates the growth and career path of these TMs * Creates development and training plans for direct reports * Conducts the annual review process for direct reports * Rewards outstanding performance and redirects employees when needed in order to drive employee engagement * Works with all members of the CS leadership team to develop a high performing team and a customer-centric culture * Interacts with all levels of field and RHQ management # Qualifications *Skills and Requirements:* * Bachelor’s degree required * 1-2 years of experience in Retail, Customer Service, Intern, or similar role * Ideal candidate has work experience in medium sized multinational company or luxury business * Additional language fluency is a plus (French and Spanish are preferred) * Is a true ambassador for the brand with strong sense of corporate responsibility * Proficient in all of Microsoft Office/Suite * Strong presentation skills * General knowledge and familiarity with social media platforms * Versatile and flexible; embraces change and is consistently able to develop and adapt to the needs of the business * Driven to learn and grow, grasp new concepts quickly, prioritizes efficiently and is organized * Excellent and consistent communication skills, both oral and written; follows professional presentation * Strong follow up, follow through and attention to detail needed, shows initiative, ability to prioritize multiple tasks and meet deadlines * Team player, “no task is too big or too small” attitude, committed, positive, and reliable * Thrives off a busy environment and is able to balance numerous projects and tasks, and has the ability to keep up with changing priorities * Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times. * Ability to communicate effectively with Sales Associates, customers and management. * Ability to follow written or verbal instruction. * Ability to create a positive work environment. * Ability to demonstrate excellent customer service when on sales floor. * Minimum 3 years work experience with an emphasis on customer service. * Experience with supervising others in customer service and store operations **Job Function:** Guest Services **Primary Location:** USA-NJ-Wayne **Schedule:** Full-time **Organization:** Headquarters **Job Type:** Standard **Education Level:** Bachelor's Degree **Brand:** Toys 'R' US **Req ID:** 70612