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Supervisor - Customer Care Artistree job in DFW Airport at Michaels

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Supervisor - Customer Care Artistree at Michaels

Supervisor - Customer Care Artistree

Michaels DFW Airport, TX Full-Time
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Artistree-DFW Airport

For nearly 50 years, Michaels has been the destination where Makers get inspired, learn, shop, and create. We strive to cultivate an inclusive shopping environment for all Makers and work environment for all Team Members, providing a place of belonging and empowering everyone to bring their creative dreams to life. At Michaels, every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is passionate about leaving the world a better, more creative place by contributing to every “make”.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

The Supervisor – Customer Care is responsible for developing and supervising an experienced customer care team, providing leadership, direction, standardized work processes, and oversight for their direct reports on the customer care team. The Supervisor provides guidance, training and sets priorities for Customer Service Representatives, who will, in turn, ensure service levels are met. The Supervisor is also responsible for setting standards, recommending policy adjustments based on needs/changes in the organization, and holding team members accountable. The person in this role will continue to innovate new ways to improve Service Level Agreements while ensuring 100% satisfaction through their partnership with Customer Care quality assurance, call monitoring and coaching. This position also contributes to the continuous improvement of the customer experience through embracing and creatively fostering the Artistree and Michaels Brand through all forms of communication to the customer.

Responsible for the leadership, oversight and management of their direct reports in the Artistree Customer Care Call Center:

  • Provides leadership, motivation, coaching, development, training and supports individual development planning to Customer Care agents.
  • Responsible for the interviewing and selection process of newly hired agents.
  • Regularly diagnoses inefficiencies to increase productivity and SLA performance.
  • Responsible for monitoring performance, providing regular feedback and writing/ communicating performance reviews for their direct reports.
  • Handles customer complaints via call, email, letters, and customer store escalation.
  • Secondary escalation point for customer care calls, emails and/or chats.
  • Partners with leadership to develop service level objectives, monitor trends or issues, identify additional service offerings, department needs or suggest recommendations regarding policy and best practice changes.
  • Ensures team member roles and responsibilities are optimally aligned with the company’s/ department’s strategic initiatives.
  • Drives continuous improvement by examining processes and making recommendations for improvement that increases accuracy and improves service levels.
     

Business Partnership:

  • Liaison between agents and stores/district managers to address & resolve issues.
  • Interfaces directly with Marketing, Store Operations, Quality Assurance, Loss Prevention, Risk Management, Legal, Merchandising and HR teams to support and maintain the customer relationship, provide feedback on customer interactions and facilitate issue resolution.
  • Proactively engages with business partners to ensure customer care is aware of new business initiatives, upcoming changes to policy and brings the customer perspective to project planning and support.
  • Sets and enforces Standards and Policies for Customer Care in line with Michaels culture.
  • Partners with team to develop and maintain accurate Customer Care procedures. 

Other duties as assigned

Minimum Education

  • High School Degree
     

Minimum Special Certifications or Technical Skills

  • Proficient in Microsoft Office

Minimum Type of Experience the Job Requires

  • 3-5 years of previous Support Center/ Call Center experience, inside sales or account management including 1 year of previous of supervisory experience
     

Other

  • Possess highly effective verbal, written, and communication skills
  • Exceptional customer service, listening, problem solving and interpersonal skills
  • Strong verbal and written communication skills
  • The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment
  • Demonstrates outstanding leadership and interpersonal skills
  • Must be open/able to work all shifts, including weekends, evenings and sometime holidays

Preferred Education

  • Bachelor’s degree preferred
     

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

To review a comprehensive list of benefits, please visit



CA, CO, CT, WA, RI and select New York cities only - To review pay ranges for the position you are applying for, please visit

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Job Snapshot

Employee Type

Full-Time

Street Address

2400 Aviation Drive

Location

DFW Airport, TX

Job Type

Other

Experience

Not Specified

Date Posted

01/28/2023
Apply to this job.
Think you're the perfect candidate?
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