Manager, Customer Service I

Chewy • Goodyear, AZ

19d • $50,000 - $60,000 • Onsite

About The Position

Chewy is seeking a Manager, Customer Service to join its customer service department at its Hollywood, Florida location. This people leader will build engaging teams and improve operational efficiency, while challenging and inspiring leaders to excel. A customer-first mentality is critical to the role. The position may require travel.

Requirements

• 2–5 years of multi-channel contact center management experience; customer service experience is strongly preferred.
• A leadership track record and verifiable history of leading successful, high-volume teams in environments with 300 or more employees.
• Adaptability to rapidly shifting goals and willingness to take a hands-on approach to solving varied challenges.
• Coaching skills that can impact both frontline agents and floor leadership.
• A BS/BA degree or equivalent experience, such as 5 or more years of industry experience in lieu of a degree.
• Strong computer and internet proficiency in an e-commerce environment.
• Proficiency in Microsoft Office, especially Excel.
• Outstanding oral and written communication skills, including comfort communicating information to a group.

Responsibilities

• Develop, lead, and coach floor leadership to build successful teams that deliver an exceptional customer experience.
• Establish peer-to-peer collaborations with other managers to enhance process efficiency.
• Use data to identify opportunities and develop action plans to improve key metrics and close performance gaps.
• Collaborate with other managers to establish and build standard operating procedures for existing processes and procedures.
• Provide regular performance reviews and feedback to employees at all levels to support a highly engaged workforce.
• Maintain and implement leadership onboarding initiatives to enhance the career pathing experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager