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      Customer Service Supervisor

      Vera Bradley, Inc.
      Roanoke, IN 46783
      Full-time
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      Job Description

      This is a 2nd shift position working between the hours of 12:30pm - 10:00pm

      Provide daily direction to Customer Service Department in order to manage workload to ensure productivity, KPI's and customer loyalty goals are met. Assist Customer Service Manager in setting priorities and in the execution of strategic initiatives including contribution on the Customer Service leadership team.

      ESSENTIAL DUTIES & RESPONSIBILITIES (Note: Other duties may be assigned)

      To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • Provide daily operating direction to Customer Service team regarding phone calls, chats, emails, and faxes between wholesale, ecommerce, eBay and International
      • Create intra-day assignments as needed to meet daily business needs and priorities
      • Handle escalated (tier II) customer calls in a courteous manner that recovers customers and is in line with company core values
      • Set high standards and motivate the team to create "The Experience" in "Making Her Day"
      • Act as a Brand Ambassador consistently modeling and upholding the Vera Bradley Core Values
      • Help with Agent Assist and weekend management coverage
      • Perform quality assurance operational reviews (QAORs) with scorecard metrics, quality observations on customer service orders, and monitor calls on a scheduled basis
      • Administer company policies and procedures including but not limited to attendance and performance
      • Supervise/coach support staff, including one-on-one time on calls, identify and implement career training needs and opportunities
      • Conduct touch base meetings with individual team members and bi-monthly team meetings
      • Evaluate department procedures and processes and suggest and implement methods to improve efficiencies
      • Coordinate and participate in special projects as assigned
      • Supervise team activities to support short and long term department objectives. (i.e. service level and sales goals)
      EDUCATION AND/OR EXPERIENCE
      • High School Graduate. Bachelor's degree in Business Administration or related field preferred
      • 2+ years managerial/supervisory experience
      • 3+ years call center or customer service experience
      KNOWLEDGE, SKILLS, AND ABILITIES

      The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • Strong team player with the ability to lead and motivate others
      • Dependable with open availability and flexible to work nights, weekends and holidays
      • Strong decision making ability
      • Flexible and adaptable with the ability to work well under pressure to meet deadlines in a fast paced environment
      • Strong PC skills utilizing Microsoft Office software
      • Ability to lead, motivate and continually develop individuals in order to create a cohesive and high-performing team
      • Strong desire and ability to serve customers and solve problems
      • Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness
      • Detail oriented with the ability to manage multiple tasks simultaneously
      • Excellent organizational and follow through skills
      • Excellent interpersonal, written and verbal and communication skills
      ENVIRONMENT & PHYSICAL DEMANDS

      The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • Office environment. Utilizing an office desk - sitting, reading, listening, or speaking with the ability to move intermittently throughout the day
      • Strong sensory skills, such as good eyesight, good hearing, and dexterity
      • Ability to operate office equipment, including computers, copiers, fax machines, and phones
      Equal Opportunity Employer/Vets/Disabled

      Vera Bradley is an Equal Opportunity Employer and Affirmative Action Employer.For more information, please click the following links:

      Vera Bradley's Equal Employment and Affirmative Action Policy

      Equal Employment Opportunity is The Law (in English)

      Equal Employment Opportunity is The Law (in Spanish)
      Equal Employment Opportunity is The Law (Supplement)

      Pay Transparency

      E-Verify Participation Poster (English)

      E-Verify Participation Poster (Spanish)

      Right to Work Poster (English)

      Right to Work Poster (Spanish)

      If you need a reasonable accommodation for any part of the employment application process, please send an e-mail to applicationassistance@VeraBradley.com. Please include the accommodation you are requesting and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation and other EEO/Affirmative Action issues will be responded to from this e-mail address.

      Posting ID: 563584074Posted: 2020-08-04