Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.
Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.
Recruiting Profile
Dal-Tile is searching for an exceptional Customer Solution Contact Center Manager who is ready to oversee and support our Customer Solutions team. The Customer Solution Contact Center Manager is responsible for monitoring metrics and managing the entire administration process for customer solution and special projects. Will collaborate with various professionals, so it's essential that they have excellent communication skills and feel comfortable working in a team environment. They should also be capable of leading and motivating customer solutions workforce to achieve specific goals. The Customer Solution Contact Center Manager should be able to build a high-performance customer solution and inside sales team to ensure customer satisfaction. Dal-Tile customers are the most important part of our business and we are looking for someone who can go above and beyond to ensure our customer's needs are met. Our customer solutions team providesinformation to customers via telephone, email, fax, and chat regarding product order status, delivery status, coordination of product returns, and Inside Sales activities. This position is also a sales focused role and is ideal for someone with previous experience with closing sales opportunities on customer calls.
Primary Objective
Integral to our team, the Customer Solution Contact Center Manager is responsible for establishing call center objectives, providing agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques. This candidate will also analyze call center data, focus on improving performance and processes to better support customers. You should have exceptional communication, interpersonal, and customer service skills along with comprehensive knowledge of company policies and procedures. To be a successful Customer Solution Contact Center Manager, you should have a focus on improving your team of agents and call center practices. You should be detail-oriented, observant, and possess and great understanding of the business, products and services, and issues agents are facing on the floor
Major Function and Scope
Hiring, training, coaching, and leading agents as they provide customer support
Setting and tracking sales targets for your team
Analyze call center metrics
Assisting other management team members in identifying trends and establishing call center goals
Suggesting and implementing improvements in the sales administration process
Coordinate department projects to meet deadlines
Coordinate analytic, strategic, and technical resources to meet customer expectations and ensure satisfaction
Ensuring agents are achieving desired service levels and taking corrective action, as needed
Perform under pressure with a strong sense of urgency, attention to detail, and a commitment to getting a resolution
Prepare monthly, quarterly, and annual department forecasts
Use customer feedback to generate ideas about new products and features
Research and discover methods to increase customer engagement
Build an open communication environment for your team
Excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues
Ability to lead and manage a large number of workforce
Mastered leadership skills to resolve conflict
Ability to communicate and lead special projects
Responsibility for critical activities - Live Chat, Quality Control and Call Center maintenance
Ability to drive results, exceptional conflict management skills, strong business acumen agility, as well as planning & managing resources.
Evaluation of center goals, and influencing skills are essential in benchmarking and working with consultants and business landscape goals
Experience and Knowledge Required
BS or BA college degree or equivalent experience, business administration or relevant field
Proven work experience as a contact center, customer service
Experience with CRM software and MS excel
Excellent interpersonal and team management skills
Strong analytical and organizational skills
Strong coaching and leadership skills, ability to motivate employees
Numerical abilities and problem-solving attitude
Decisiveness and attention to detail
In-depth sales administration process understanding
Competencies
Three years Customer Solutions/Customer Service - strong Supervisory experience
Customer Service/Sales knowledge
Oasis, Salesforce, Excel, PowerPoint skills
Advance knowledge in process improvements
Strong analytical and metric development
Multi-tasking & ability to remain calm under pressure
We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k, Employee Purchase Discount, and Tuition Reimbursement.
Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!
Active military, transitioning service members and veterans are strongly encouraged to apply.
Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don't Work participant.
ReqID : 58858
Business Unit : Dal-Tile
Department : SALES
Job Type : Professional Opportunities
