Chewy

Manager, Customer Service I

Hollywood, FL

Sponsorship not specified$10k-$25kDetected 45 days ago

Customer SupportLeadershipCommunicationMentoring

About the role

The Team Manager should have outstanding communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.
Monitor and control Team Members' productivity and workload of multi-channel volume.
Handle employee concerns and issues to HR where necessary.

Manage a team of 10-25 direct reports Build and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all Team Members.
Leverage multiple data points, trending information, and behavioral patterns to establish and implement coaching strategies.
Manage the corrective action process up and through termination for conduct or performance related issues.
Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
Improve production levels of phone, email, chat and social media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity.
Deliver individualized feedback on performance and behavior to all Team Members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria
Build High-Performing Teams
Support and handle customer and systems issues as needed.

2-5 years' working experience in a customer service or call center environment.
Management experience with 5 or more direct reports.
A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment.
Proficiency in Microsoft Office Suite products.
Must be willing to work evening shifts and perform other duties as needed.

Partner with the Operations Manager to create and implement annual engagement plans and activities.

Manager should have outstanding communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.
Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow Team Members.

applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing,

This listing is sourced directly from Chewy's careers page and normalized into a canonical job model.