Assistant Manager, Client Service
About The Position
The Client Service Assistant Manager will have overall responsibility for supervising a contact center that reinforces our brand and ensures we deliver a superior client experience. The Client Service Assistant Manager will focus on implementing and assisting with best practices while they introduce and enforce our Standards of Excellence. This role will report to the Client Service Manager or Director of Client Services. The Assistant Manager will oversee the service and consignment team. In addition, this role will serve clients (internal and external) through the development and implementation of continuous systems and process improvements. Along with daily management of the team and department, the Manager will focus on developing processes that will enable improved productivity and efficiencies leading to a successful outcome. A focus on implementing best practices aiming to maximize client satisfaction.
Requirements
- 3+ years of management/supervisory experience in a similar role within a Contact Center or similar environment requiring team management and systems utilization towards service objectives; luxury experience preferred
- Ability to make fair and objective discretionary financial decisions when resolving transactional issues impacting our clients
- A proven track record of successfully building, leading, and motivating high-performing teams which delight luxury clients
- Strong computer skills and comfort in navigating multiple systems
- Problem analysis and solving skills, demonstrating good judgment
- Strong organizational and planning skills including Workforce Management
- Superior verbal and written communication skills
- Must be able to work flexible hours; schedules may vary ( including weekends and some holidays)
Responsibilities
- Work with the Client Service Manager(s) and Director regarding the daily operation of the contact center to include development, analysis, and implementation of staffing, training, and scheduling
- Help implement contact center strategies and operations, improving systems and processes, to ensure a positive consignor experience
- Supervise and coordinate a team of Specialists, Senior Specialists, and Client Service Representatives; motivate and encourage team members through positive communication and feedback. Oversee all day to day operations in our Perth Amboy office location
- Foster employee engagement with high motivations, coaching, and people development
- Monitor contact center results to identify and resolve performance trends to ensure the attainment of goals and targets
- Provide team members with timely and constructive performance feedback aimed at providing clients with a best-in-class experience
- Provide communication and follow up to ensure team members are fully informed of all new information related to products, procedures, consignor needs, and company issues, changes, or actions
- Work cross functionally with other departments regarding : SOPs, best practices and resolution initiatives
- In partnership with the Client Service Manager(s) and Director, determine department procedures, prepare work schedules, and expedite workflow
- Oversee all administrative tasks related to team management including but not limited to scheduling, time cards, PTO requests
- Responsible for hiring, termination, and performance management discussions
Benefits
- Employee Stock Purchase Plan
- 401K with Company Match
- Medical, Dental & Vision Insurance
- Paid Parental Leave
- 9 Paid Company Holidays
- Flexible Time Off (With Manager Approval)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
