We are looking for Seasoned Customer Service Leaders who will be responsible for a variety of tasks, all of which play a key role in delighting our customers and maintaining customer loyalty. The successful candidate must be able to educate, coach, motivate, and encourage a Team of associates to succeed and solve customer issues and thus improve the quality of service RH provides to our Customers.
Among other daily responsibilities of this position, the successful candidate will model and teach RH core values (People, Quality, Service, Innovation) and foster a culture of ownership, accountability and servant leadership.
Inspire, coach, motivate and own all aspects of leading a Team of 15-20 Customer Service Advocates.
Use a variety of methods to ensure that each customer is 100% delighted during every interaction.
Build Team of associates by conducting interviews and making hiring decisions.
Ensure associate productivity, manage performance and provide floor presence and assistance.
Monitor call interactions to improve performance and ensure adherence to company procedures.
Support Company Mission, Values and standards of ethics and integrity at all times.
Analyze data to identify performance trends and opportunities for continuous improvement.
Work with associates to create meaningful development and talent-mapping plans.
Resolve escalated customer and employee calls and issues in a timely manner.
Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals.
Must have proven success record of leading, coaching and mentoring teams to achieve company objectives and productivity goals.
Must have Leadership experience; Customer Service Leadership preferred
Ability to work independently and in a Team environment to accomplish a common goal
Must be able to effectively communicate; strong listening, verbal and written skills.
Demonstrated strong analytical, interpersonal and presentation skills.
Ability to handle multiple tasks and requests while driving results in core job functions.
Ability to facilitate change within the organization in a positive manner.
Proven ability to drive results in a fast-paced environment.
Strong knowledge of Microsoft Office software package and Google e-mail platform
Deep connection to the RH brand focused on developing customer loyalty
Enjoys a start-up mentality in a high-energy work environment
Strong multi-tasker with the ability to execute under pressure.
Extremely perceptive individual, capable of relating to individuals at all levels.
Sensitivity toward corporate needs, employee goodwill, and brand public image.
Strong people-development, coaching and conflict-resolution skills.
Strong interviewing, staffing, and hiring skills.
Professional acumen to interact with and handle escalations from internal and external customers.
Strong time management and organization skills.
Flexibility to work as business needs dictate.