Manager, Customer Service I

Chewy • Richardson, TX • 13h ago

Our Opportunity:

Chewy is continuing to build a world-class team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for leaders to join our Customer Service Operations Team who are passionate not only about our customers, but about our people.

We are looking for a Team Manager, to provide proactive leadership and development toa team of 10-25 hourly team members who support multiple channels within the business The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing team members that are having difficulty meeting Chewy standards.

The Team Manager should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.

What You'll Do:

Manage a team of 10-25 direct reports

Create 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 execute 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; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.

Monitor and control team members' productivity and workload of multi-channel volume.

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

Support and handle customer and systems escalations as needed.

Assist and support learning and development needs for team members to successfully complete their metric expectations and to stay current on new product training as needed.

Handle employee concerns and escalations to HR where necessary.

Participate and provide feedback on business initiatives that directly impact the Customer Service Team.

Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.

Conduct retention checks with Agents to check knowledge of current Chewy information.

Identify operational deficiencies and suggest plans for improvement.

Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency and customer satisfaction.

What You'll Need:

2-5 years' working experience in a customer service or call center environment.

Management experience with 5 or more direct reports.

Ability to manage a high volume or information/data.

A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment.

Excellent verbal and written communication abilities.

Proficiency in Microsoft Office Suite products.

Position may require some travel (

Must be willing to work evening shifts and perform other duties as needed.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).

Chewy is an equal opportunity employer. All qualified 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, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com .

To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) .

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .

Chewy

Go to Apply

Share this job

Similar Jobs

SVP, Operational Risk & Model Risk Management

Synchrony • Dallas, TX • 9h ago

Management & Administrative

Job Description: Role Summary/Purpose: The SVP, Operational Risk Management (ORM) and Model Risk Management (MRM) will be responsible for overseeing and enhancing our operational risk management and MRM programs at Synch...

9h ago

Go to Apply

SVP, Operational Risk & Model Risk Management

Synchrony • Dallas, TX • 9h ago

Management & Administrative

9h ago

Go to Apply

Digital Product Management Lead (Marketing)

Accenture • Irving, TX • 11h ago

Management & Administrative

As the Digital Product Management Lead, Marketing, you will oversee strategic program roadmaps, development, launches, and marketing to gain maximum benefit from each product, as well as survey and analyze competitive in...

11h ago

Go to Apply

Specialist, Crew Scheduling Training

American Airlines • Dallas, TX • 12h ago

Management & Administrative

Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As y...

12h ago

Go to Apply

Manager, Technology Product Management

American Airlines • Dallas, TX • 12h ago

Management & Administrative

12h ago

Go to Apply

Sr Manager, Strategic Planning and Analysis

American Airlines • Dallas, TX • 12h ago

Management & Administrative

12h ago

Go to Apply

Procurement Agent (Associate Level)

The Boeing Company • Dallas, TX • 12h ago

Management & Administrative

Job Description At Boeing, we innovate and collaborate to make the world a better place. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity f...

12h ago

Go to Apply

Supply Chain Customer Support Manager

The Boeing Company • Dallas, TX • 12h ago

Management & Administrative

12h ago

Go to Apply

Data Science Manager - Quantitative Analytics - Vice President

JPMorgan Chase • Plano, TX • 13h ago

Management & Administrative

Join Chase Auto Data & Analytics team to leverage data for competitive advantages and customer value. We value pragmatism, honesty, and simplicity to solve hard problems the right way. Analytics drive business decisi...

13h ago

Go to Apply

Procurement Practice Representative

Accenture • Irving, TX • 14h ago

Management & Administrative

As the Procurement Practice Representative, you will be the main point of contact for the Technology Advisory service offering, your primary role will be to build and maintain strong relationships with your portfolio of...

14h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.