Manager, Client Care Center

Company: Disability Solutions
Location: Piscataway
Posted on: April 19, 2024

Job Description:

Manager, Client Care Center At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL. About the role: Welcome to an exciting opportunity at CHANEL! We are seeking a dynamic and experienced Manager, Client Care Center to play a pivotal role in helping to building a Client Care team in our Piscataway, NJ location. This is a rare chance to help shape the future of client interactions for a global luxury brand, where your leadership will be instrumental in creating unparalleled customer experiences. Our ideal candidate would have 5 years of experience in a related role and is passionate about delivering exceptional service, driving operational efficiency, and shaping a world-class team. What impact you can create at CHANEL: Luxury Service Standards: Ensure that the Client Care team upholds the highest standards of luxury service, aligning with CHANEL's commitment to excellence. Embody a client-centric approach and demonstrate the ability to instill this mindset within the team. Highlight the significance of understanding and anticipating the unique needs and preferences of luxury clients. Proactively seek opportunities to exceed client expectations and elevate the overall experience through effective coaching and development initiatives. Team Leadership and Development: Spend 50%-60% of your time coaching and developing a team of approximately 9 direct reports. Foster a positive and collaborative team culture that aligns with the Luxury Service Standards, ensuring that every interaction reflects the brand's commitment to excellence. Partner with learning and development partners to implement training programs to enhance the skills and knowledge of the Client Care Advisor, focusing on proactive client communication and attentiveness. Operational Management: Oversee scheduling and workforce management to ensure optimal staffing levels and efficient operations. Manage multi-channel contacts across retail and ecommerce Provide formalized Quality Assurance (QA) scoring to maintain and improve service quality, aligning with the proactive problem-solving approach outlined in the Luxury Service Standards. Monitor metrics and service levels, identifying trends and areas for improvement, with a commitment to exceeding client expectations. Liaise with our third-party customer care center vendor, ensuring seamless integration with their management team. Escalation Management: Demonstrate composure and resilience under pressure, leading the team through challenging situations with a calm and collected demeanor. Navigate and resolve complex client issues by providing guidance to team members, ensuring effective problem-solving and maintaining a focus on customer satisfaction. Handle difficult situations and client escalations with tact and professionalism, leveraging strong communication skills to de-escalate tensions and find mutually beneficial resolutions. Implement proactive measures to prevent escalations, fostering a culture of problem-solving within the Client Care team. Collaborate with cross-functional teams to streamline escalation processes, ensuring a swift and effective resolution while maintaining the highest standards of service excellence. Collaboration and Communication: Work collaboratively with other internal Client Care team members, as well as business stakeholders and tech to ensure a seamless and unified customer experience. Visit boutique locations periodically to understand the unique needs of each, fostering collaboration and an integrated client experience. Embrace the role of the Operations Manager as a dedicated brand ambassador, both internally and externally, consistently upholding the values, standards, and image of the brand in all interactions with the team, vendor, and clients. Innovation and Continuous Improvement Drive innovation and continuous improvement initiatives within the Client Care Center by staying updated on industry best practices, explore new technologies, and fostering a culture of adaptability. Openness to Feedback and Coaching: Foster personal and professional growth by being open to feedback and coaching from peers and leadership. Actively seek opportunities for improvement and demonstrate a commitment to continuous learning You are energized by: Thriving in a highly collaborative work environment, fostering strong connections with passionate teammates. Navigating complexity and supporting consistent transformation and change within the operational landscape. Exercising people leadership skills, with a focus on coaching and development of team members. Connecting the dots on problems with a keen eye for details and expert problem perception. Demonstrating a passion for personal growth and development, staying abreast of industry advancements. Understanding the social media ecosystem and its impact on client care and brand representation. Passionate about delivering an outstanding experience to luxury clients, ensuring a commitment to excellence. Proven ability in problem-solving, remaining cool under pressure, and navigating challenging situations with resilience. What you will bring to the team: Strong background in Contact Center or Customer Service, bringing a wealth of experience in understanding and meeting client needs. Expertise in Operational KPIs, ensuring a data-driven approach to optimizing performance and efficiency. Proven experience in building successful teams, demonstrating the ability to assemble and lead high-performing individuals. Previous experience mentoring teams through coaching and consistent feedback, fostering professional development and growth. Knowledgeable in CRM, Call Routing, Workforce Management, and Quality programs, with proficiency in platforms such as Salesforce, Medalia, and Genisys (preferred). Position Logistics: 5 Years of experience in a related role Bachelor's Degree (preferred) or relevant experience in a related industry The role will transition to a hybrid model in the Piscataway, NJ location after the team has been onboarded and stabilized. Ability to travel to local CHANEL points of sale, as needed Compensation: The anticipated base salary range for this position is $63,000 through $110,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks. Benefits and Perks: Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure and Wellbeing Days in Retail) and a Wellbeing fund Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership) Generous paid time off policies to include vacation, holiday, sick and volunteer days 401K, pension and other incentives Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking Flexible Time and Hybrid Work Options: Corporate/Home Office positions: Fully Remote: Role can be conducted from home office, may require occasional travel and/or visits to corporate offices/points of sales. Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office. Work-Place Essential: This role requires 5 days in person office at the designated location/office. Retail/Field/Boutique positions: Partially Remote: Fragrance & Beauty Field, Fashion Regionals, etc.: Requires in-store presence to develop and coach teams, ensure boutique image and operational standards are upheld and support and create an elevated client experience. Eligible for flex time use. Workplace Essential: Boutique Management: Requires in-store presence to develop and coach teams, ensure boutique image and operational standards are upheld, and deliver elevated client service to drive business results. Front of House Fashion: Full-time in-store and in-person presence required to support client sales and client service deliver elevated client service to drive business results. Heart of House: Requires in-store presence to facilitate the opening and closing of the boutique; the receiving of inventory; shipping of product to support sales to ensure optimal client service. *Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate. Additional Information: Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in: Diversity and Inclusion: At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organization and the connections we have with each other and our clients. We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support. Chanel Community: CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities. Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations. Sustainability: CHANEL Mission 1.5-- is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels. Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives. Arts and Culture: We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center. Fondation Chanel : Since 2011, Fondation CHANEL's mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years. For more information, please navigate to the Fondation Chanel website here Career and Leadership Development: We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills. *Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.

Keywords: Disability Solutions, Edison , Manager, Client Care Center, Executive , Piscataway, New Jersey