Job Posting:
For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation's top walk-in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.
If you're considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.
We are currently searching for an organized, highly motivated, and organized Customer Service Manager to lead our Contact Center Team.
This role is approved to be either Remote within the United States or Hybrid in Huntington Beach, CA , Nashville, TN , and Eden Prairie, Minnesota , in accordance with company policy.
Responsibilities:
Day-to-day operations and scheduling of the Contact Center Agent Team
Monitoring of direct staff performance and providing uptraining/support to improve performance
Implementation and evaluation of all customer service-related activities and procedures
Set performance goals, provide coaching and feedback, and conduct regular performance evaluations.
Coaching and mentoring team members
Monitor key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction to ensure targets are met or exceeded.
Oversight and direction of workflow to ensure maximum operating efficiency
Identifying business issues in a timely manner and collaborate with team members to resolve
Developing and implementing processes concerning customer correspondence and customer complaints
Participating in leadership meetings with management team as a representative for associate concerns, progress, policies, and guidelines
Generate regular reports on contact center performance, including call volume, service level achievements, and customer satisfaction metrics
Conducting regular associate meetings
Representing the organization to customers, associates, and leadership
Qualifications:
A minimum of 5 years work experience in a contact center or customer service management role preferred
A bachelor's degree in business administration, management, or a related field. Advanced degrees or certifications in contact center management preferred
Familiarity with contact center technologies, customer relationship management (CRM) systems, and call center operations. Proficiency in using reporting and analytics
Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
Strong written and verbal communication skills with ability to communicate across all levels of the organization
Ability to identify business critical issues quickly and navigate priorities based on last minute changes
Attention to detail, demonstrated integrity and professionalism
Ability to lead and empower individuals and teams
Ability to be flexible and adaptable in a fast-paced call center environment
Safe Step Walk-In Tub Company is dedicated to providing meaningful benefits programs and products to our associates and their families-geared toward benefits, wellness, financial protection, and retirement savings. We offer a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!
-
Pay Range:
-
$4,124.70 - $10,436.80
-
Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
-
This role is Bonus or Incentive Plan eligible.
-
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Equal Employment Opportunity and Reasonable Accommodation Information (https://www.ferguson.com/content/careers/reasonable-accommodation)
Ferguson is a project success company providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. As a leading value-added distributor of residential and commercial plumbing supplies and pipe, valves and fittings in the U.S., we exist to make our customers' complex projects simple, successful and sustainable. The professionals we serve help transform the world we live in, and we are their trusted partners with the scale to provide peace of mind.
Founded in 1953, Ferguson is part of Ferguson plc, which is listed on the New York Stock Exchange (NYSE: FERG) and London Stock Exchange (LSE: FERG). With approximately 36,000 associates across 1,700 locations, Ferguson plc serves customers in all 50 states, Canada, Puerto Rico, Mexico and the Caribbean.
