We are looking for a proven, organized and outgoing leader to help build our customer experience team. This team will handle the day to day activities in our Jaybird call centers as well as assist and staff Jaybird events (sales and marketing). This individual will fill an essential role tied to our global customer experience team who define our processes to best provide an amazing experience to our Jaybird Customer.
Reporting directly to the Head of Customer Experience, this will be a new role for Jaybird and you will build our infrastructure and team here in Salt Lake City to handle all AMR customer experience.
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you'll need for success at Jaybird. In this role you will:
Determine and build the best tools and infrastructure for Jaybird call center
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Work with the Global Customer Experience team to determine Jaybird call center KPIs
Set a clear mission and deploy strategies focused towards that mission
Manage day to day operations of the call center
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Constantly work to improve customer care experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and following problems through to resolution
Understand and communicate call drivers and forecast contact volume
Analyze statistics and compile accurate reports
Work closely with Jaybird Brand Team to assist in event planning and execution (product launches and any grassroots events)
Work closely with the sales team to assist in event planning for buying shows and retail training events
Our HQ is based in the mountains so occasionally access can be restricted to the Contact Center. You will be provided with the equipment and training required to work from home if needed. All you will need is a quiet and distraction free space.
For consideration, you must bring the following minimum skills and behaviors to our team:
Proven working experience as a customer service manager, retail manager, events manager, or assistant manager
5+ years working in a customer experience environment
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Working knowledge of customer service software, databases and tools
Awareness of the industry's latest technology trends and applications
Ability to think strategically and to lead co-located and remote teams
Strong client-facing and communication skills (written, oral, presentation) at all levels of the organization.
Excellent interpersonal skills. Responsive to customer and business requests.
Advanced troubleshooting and multi-tasking skills
Must thrive in a fast-paced environment.
Jaybird's parent company is Logitech. Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we're small and flexible enough for every person to take initiative and make things happen. But we're big enough in our portfolio, and reach, for those actions to have a global impact. That's a pretty sweet spot to be in and we're always striving to keep it that way.
"All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability."
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.