Call Center Manager

Location: Downey, CA

Type: Full Time

Min. Experience: Manager/Supervisor


OBJECTIVE OF THE POSITION

The Call Center Manager will lead a team responsible for exceptional customer care and resolution support within brand standards and procedures of the James Perse online shop. This role will develop a team of specialists in providing a high quality and personalized customer service experience through phone calls, emails and live chat engagement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage and develop a team of agents, making sure they are equipped to problem solve and ensure they are providing the highest level of customer care to customers.
  • Sets Customer Experience goals for team, both for individual agents and for the entire team, and help in achieving those goals.
  • Reports out on weekly & monthly stats to leadership team. This includes reporting on customer support tickets, shipping performance, and return volume.
  • Forecasts Customer service ticket volume, headcount, and recommendations on how to provide the best service throughout peak seasonality.
  • Maintains product knowledge tools, templates, and other customer service operational guides for the team.
  • Ensure that on-site FAQ and size guides are always up to date on the site and updating based on customer questions.
  • Communicate issues and concerns to appropriate leadership to ensure matters are addressed in a timely manner.
  • Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.

Create and roll out a clienteling programing for the Ecommerce Customer Service team.

REQUIRED SKILLS, KNOWLEDGE, EXPERIENCE

EDUCATION

  • BA degree or equivalent experience

EXPERIENCE

  • 5+ years of Customer Service Experience, preferably in the Ecommerce fashion industry
  • Shopify & Gorgias experience preferred

COMPETENCIES REQUIRED

Core competencies required for Call Center Manager position:

  • Strong verbal and written communication skills, decision making skills, and follow through skills.
  • Shopify & Gorgias experience preferred.
  • Ability to work in a fast-paced environment, managing competing priorities, and pivot along with strategy changes.
  • Experience with working in an OmniChannel system, meaning working with multiple fulfillment locations and stores.

JAMES PERSE was founded over 20 years ago in Los Angeles, California by its eponymous designer. James’ signature design philosophy and aesthetic – the pairing of elegance and sophistication with simplicity and comfort – is borne from his passion for minimalist architecture and (as a Los Angeles native) his intimate familiarity with west coast indoor / outdoor living and the casual clothing inspired by it. This approach has been applied to each step in developing the JAMES PERSE brand, which has become synonymous with Southern California life and style.

At the Company’s inception, James’ mission was to bring an elevated look and feel to unique baseball caps and basic tees. Two decades later, the Company has expanded to producing full lines of its famously soft and meticulously constructed modern classics for men and women, as well as home furnishings, accessories, and limited edition goods.  Our collections are sold in over 40 JAMES PERSE boutiques, as well as in fine department and specialty stores around the world.

Our employees are smart, creative, passionate, and service-driven individuals who meet the same superior standards we set for our products. We embrace talented people with diverse backgrounds and experiences, and support policies and practices that prohibit discrimination against any person because of race, color, national origin, religion, gender, gender identity, age, marital status, disability, sexual orientation, or any other characteristic protected by applicable law.

JAMES PERSE offers competitive benefits packages, including health, dental, and vision insurance, life insurance, short-term and long-term disability insurance, flexible spending accounts, an employee assistance program, paid vacation, paid sick time, a retirement savings plan with company match, and a generous employee discount.

To view and learn more about our open positions visit: http://jamesperse.applytojob.com/apply/

We appreciate your interest in our company and look forward to hearing from you.

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