Michaels Expert Maker

Michaels Stores•Irving, TX

1d•Onsite

About The Position

The Michaels Expert Maker is responsible for ensuring the timely process through which customer problems are resolved including problem recognition, analysis, research, resolution/ escalation, and follow up. In addition, Michaels Expert Makers provides guidance, training and sets priorities for Great Experience Makers. Also responsible for setting standards, recommending policies, and holding team members accountable. He/ She is responsible for interacting with the business to support and maintain the customer relationship and provide reporting to business partners.

Requirements

High School Diploma
Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint), Windows
Three (3) plus years' work in a customer-centric environment; one (1) year of supervisory experience
Exceptional customer service, listening, problem solving, and people skills
Strong verbal and written communication skills
The ability to diagnose, troubleshoot, and resolve (and follow up) issues in a fast-paced, dynamic environment
Demonstrates outstanding leadership and people skills
Analytical skills and ability to generate performance reports
Must be open/ able to work all shifts, including evenings, weekends, and some holidays

Nice To Haves

College degree or equivalent work experience. Business or related field of study.
Bilingual in French or Spanish is a plus
Call center management experience preferred

Responsibilities

Leads a small team of agents daily, providing guidance and oversight.
Acts as a third escalation point for major customer issues with a focus on de-escalation through emotional intelligence, empathy, and active listening. Seeks creative solutions, when needed, and ensures customer concern is fully resolved.
Uses policies as guide rails, not absolutes.
Provides additional coaching and training on resolution steps for agents who were unable to resolve customer issues.
Provides leadership, motivation, creative solutions, and coaching to team members
Recommends goals and objectives for the department, as well as procedures to standardize operations; reviews work to ensure compliance and assist in resolving day-to-day issues.
Liaison between the agents and the store/ district manager for resolving issues.
Partners with the store/ district manager to resolve outstanding customer issues.
Provides coaching and policy reference to the field team when there is a lack of clarity on resolution steps.
Drives continuous improvement by examining processes and making recommendations for improvement that result in improved accuracy and service levels.
Manages escalated situations from a variety of business partners, including the CEO’s office, PR, Legal and field partners.
Completes daily contact center game plan, including queue and channel assignments.
Actively monitors the queue to ensure that SLAs are met, flexing agents between queues when needed.
Assigns agent placement by the queue to ensure that coverage is available at the appropriate times.
Partners with third party team on evenings & weekends to answer questions & maintain queue coverage & to advise on flexing for Tier 1 agents.
Supports new hire training and ongoing training for all associates.
Suggests updates for the training on an ongoing basis.
Serves as the Subject Matter Expert on assigned line of business, including assisting with training.
Assists with on-the-job training once new hires graduate from in class training, including side-by-sides.
Partners with Supervisors & Agents to keep an eye on open & response received cases & provide coaching & guidance on how to resolve open issues.
Provides in-the-moment coaching to agents & assist with finding an appropriate resolution for our customers.
Other duties as assigned