Manager, Customer Service I at Chewy

Richardson, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Coaching, Data Analysis, Communication, Process Improvement, Team Building, Operational Efficiency, Performance Management, Onboarding, Collaboration, Adaptability, E-commerce Proficiency, MS Office, Problem Solving

Industry

Retail

Description

Our Opportunity: Chewy is looking for a Manager, Customer Service to join the best customer service department in America at our Richardson, TX location. The right person will be a people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mentality is critical for this role. What You’ll Do: Develop, lead and coach floor leadership to build successful teams that deliver an exceptional customer experience Establish peer-to-peer collaborations with peer Managers to enhance process efficiency Use data to identify areas of opportunity, and develop action plans to improve important metrics and close performance gaps Collaborate with other managers to establish and build SOPs for existing processes and procedures Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce Maintain and implement new leadership onboarding initiatives to enhance the career pathing experience What You’ll Need: 2-5 years of multi-channel contact center management experience (Customer Service strongly preferred), with leadership track record and verifiable history of leading successful, high-volume teams in 300+ headcount environments Adaptability to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges Coaching skills that can impact both front-line agents and floor leadership BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree) Strong computer and internet proficiency in an e-commerce environment Proficiency in MS Office suite (Excel is a must) Outstanding oral and written communication skills, comfortability and ease in communicating information to a group Position may require travel Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Responsibilities

The Manager, Customer Service will develop and lead teams to deliver exceptional customer experiences while improving operational efficiency. This role involves coaching leadership, establishing collaborations, and using data to enhance performance metrics.