Director of Customer Care
Director of Customer Care
THE DEPARTMENT:
The Customer Care Department manages all aspects of customer service for Helzberg Diamonds including support for Helzberg.com, stores, all social media platforms, special orders and the corporate office. The primary mission of the Customer Care Department is to be a sales channel that provides value-added customer support and enables the growth of our organization both offline and online. The department is a collaborative team of professionals dedicated to creating the best customer experience in the jewelry business.
POSITION SUMMARY:
The Director of Customer Care provides direct leadership to the Customer Care Department and social listening teams. This role is responsible for the customer experience delivered across customer care and for managing all social media listening channels protecting brand reputation/strategy along with engaging with people online in support of brand marketing. This position will handle all escalated issues that come through these channels. The position works directly with leadership from the E-Commerce team, store operations, the distribution center and external vendors to ensure a quality customer experience through this channel of Helzberg’s business.
PRINCIPAL ACCOUNTABILITIES:
SUPERVISORY RESPONSIBILITIES:
This position oversees all of the Customer Care associates and the social media listening team. This position will directly supervise the manager of customer care and will be responsible for the following:
QUALIFICATIONS:
COMPETENCIES:
Leadership, Conceptual Thinking, Customer Service Orientation, Integrity, Relationship Building, Teamwork and Cooperation
The Customer Care Department manages all aspects of customer service for Helzberg Diamonds including support for Helzberg.com, stores, all social media platforms, special orders and the corporate office. The primary mission of the Customer Care Department is to be a sales channel that provides value-added customer support and enables the growth of our organization both offline and online. The department is a collaborative team of professionals dedicated to creating the best customer experience in the jewelry business.
POSITION SUMMARY:
The Director of Customer Care provides direct leadership to the Customer Care Department and social listening teams. This role is responsible for the customer experience delivered across customer care and for managing all social media listening channels protecting brand reputation/strategy along with engaging with people online in support of brand marketing. This position will handle all escalated issues that come through these channels. The position works directly with leadership from the E-Commerce team, store operations, the distribution center and external vendors to ensure a quality customer experience through this channel of Helzberg’s business.
PRINCIPAL ACCOUNTABILITIES:
- Strategic Direction – Provide strategic and tactical direction to Customer Care Department to ensure effective delivery of quality service to customers. Ensure that decisions made have a long-term positive effect on the company’s reputation and the customer’s perception of Helzberg Diamonds.
- Program Implementation – Lead in the development and implementation of systems, applications and programs to maximize productivity and provide efficient resolutions to customers.
- Policy & Procedure Development – Establish and implement standards, policies and procedures for the organization. Serve as a customer advocate in working with all other corporate departments to proactively determine how to deal with potential issues.
- Vendor Management – Manage selected vendor partners that augment the department including contract negotiations, monthly/quarterly business reviews, etc.
- Analysis / Planning – Implement tools and metrics to measure effectiveness of the department and each individual. Develop and monitor reports to analyze data and communicate findings to the organization.
- QA – Develop and manage processes to ensure a quality and consistent customer experience across the group, including but not limited to, scripting, call listening/grading, etc.
- Other Duties as Assigned – Assume responsibility for additional projects or responsibilities as assigned to support the Customer Care Department.
SUPERVISORY RESPONSIBILITIES:
This position oversees all of the Customer Care associates and the social media listening team. This position will directly supervise the manager of customer care and will be responsible for the following:
- Accomplish department objectives by directing and monitoring work progress of direct report.
- Provide coaching and guidance to direct report.
- Set expectations, annual goals and provide required quarterly touch base meetings with all direct report.
QUALIFICATIONS:
- Seven to ten years customer service or call center management.
- Bachelor’s degree in business management, public relations or psychology is nice to have.
- Experience in a retail store environment or in employee relations is helpful.
- Must have a customer service orientation with strong communication skills.
- Strong Microsoft Office, Word, Excel, internet, and database application skills required, along with the ability to use report-writing tools.
- Conflict resolution, problem-solving, and decision-making skills required, along with the ability to remain calm and patient when working with customers during highly-charged interactions.
- Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.
COMPETENCIES:
Leadership, Conceptual Thinking, Customer Service Orientation, Integrity, Relationship Building, Teamwork and Cooperation