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Senior Manager, Customer Service

| Chicago

Vision of the Position:

First and foremost, this person is a solutions expert. You possess exceptional and creative problem-solving skills. You have the ability and desire to share these skills with others. You are relentless in the pursuit of the best solution possible whether it is for a customer, florist, employee or the company. You lead by example; your passion drives excellence and the desire to be the very best at what they do. You set the standard for the managers and all others in the center to emulate.

Tactical Responsibilities of the Position:

The Senior Manager has all the responsibilities of a CS Manager, with the additional responsibilities as indicated below. This position manages Assistant CS Managers, Sr. CSRs, and a team of 5-100 Customer Service Representatives.

Essential Duties and Responsibilities:

  • Senior Manager role provides daily guidance and support for CS Managers to ensure consistent administration of policies and escalated issues
  • Key management liaison with Director, Managers, and Representatives; providing recommendations and candid feedback about problems and opportunities
  • Partners with peers, Workforce, Center Director, Assistant Director, HR and Training to ensure team success
  • Back up coverage for Director for associate progressive discipline stages, sitting in for Director with other managers in the event the director is out of the office
  • Leads facilitation and gains director approval for CSR post-holiday ramp down selections and associate-level promotions including seasonal to core opportunities
  • Coordinates manager on duty coverage schedules and assures newly approved SOPs are effectively and consistently implemented
  • Coordinates the center's daily needs with internal partners such as mailroom, facilities & HR
  • Performs other duties as assigned

Essential Duties and Responsibilities of a Customer Service Manager:

  • Possesses knowledge on all company products, policies, procedures, and systems needed to perform their job
  • Is an NPS champion who works tirelessly to promote the importance of NPS with the center

Essential Duties and Responsibilities for the Senior Customer Service Manager:

  • Ensures all CSRs understand their ability and responsibility to positively impact NPS
  • Monitors key performance indicators such as NPS Survey results, site quality scores, site AHT & conversion, service levels, and other goals as assigned
  • Manages team/site to meet specific goals which directly relate to fiscal year site level goals. Reports performances as it relates to the team and individual goals to Center Director, Assistant Director and Sr. Manager
  • Executes supervisory responsibilities in accordance with the Company's policies and applicable laws
  • Provides consistent positive, constructive feedback through effective coaching and training
  • Monitors performance and proactively addresses areas of development which may include delivering progressive disciplinary actions in a confidential manner including but not limited to attendance, performance statistics, order issues, errors and refund reviews
  • Handles escalation calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures
  • Maintains accurate reporting for all databases as it relates to the tracking of employee performance
  • Provides coverage for opening and closing of the call center production area as necessary
  • Monitors customer calls by listening to the actual call and using the monitor form to record call data. Also includes the use of the side-by-side method
  • Conducts interviews with potential candidates for seasonal and core CSR positions
  • Partners with Workforce and the Site Leadership regarding scheduling, including upkeep of daily check-in and immediate communication of missed punches for timekeeping
  • Supports all areas of the production floor and fills in as needed based on business needs
  • Monitors service levels, abandonment rates, handle times and occupancy through CMS programs
  • Monitors respective team's tagged items to ensure proper customer follow up. Partners with Workforce to provide details and ensure coverage in a team member's absence
  • Partners with Workforce to monitor real-time statistics to manage workload effectively
  • Maintains real-time coverage in the absence of a Workforce team member
  • Performs other duties as assigned

Knowledge, Skills, and Abilities for Sr. CS Manager:

  • Creative problem solver with the ability to communicate effectively and persuasively with a broad range of people including, customers, florists, CSRs and other employees
  • Team oriented with proven leadership skills
  • Strong negotiation and organizational skills are required
  • Knowledgeable and comfortable with social media and other forms of digital communication
  • Ability to remain calm and professional under pressure
  • Exceptional listening skills and the ability to show sincere empathy
  • Excellent communication skills (written and oral)
  • Ability to read, analyze, and interpret general business practices
  • Ability to respond effectively to the most sensitive inquiries or complaints
  • Ability to prioritize and work well both independently and as part of a team
  • Must be flexible, receptive to change, and can adapt quickly to changing business requirements
  • Proven ability to effectively develop, coach and motivate employees
  • Ability to maintain confidentiality
  • Solid understanding of FTD corporate infrastructure, technology and products
  • Ability to learn Salesforce, CMS and other systems
  • Must be able to multi-task and interact professionally with all levels of staff
  • Must have the ability to travel to other company sites as necessary
  • Physical Demands: the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
  • The employee is frequently required to walk and occasionally required to stand and reach with hands and arms. The employee may occasionally lift and move up to 10 pounds

Educational and prior experience requirements for Senior Customer Service Manager:

  • We highly desire a candidate with a college degree, but not required
  • High school diploma or general education degree; a min of 5 years of related experience and training; or equivalent combination of education and experience
  • We prefer prior Call Center experience, but not required
  • We desire experience with digital transformation and managing digital communication channels such as CHAT, SMS, and email
  • We highly desire experience with Net Promoter Systems (NPS) 
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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 1. North Dearborn

An Insider's view of FTD, LLC

What does your typical day look like?

As Brand Manager, I am constantly working to ensure we are engaging with our consumers and living out our brand vision via all channels. My day is 100% collaborative, between meeting with channels managers, reviewing new campaign launches - building a brand takes teamwork. When you have an online business, your consumers are shopping with you 24/7,

Kristin Byrne

Brand Marketing Manager

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

VP of Product Management and UX Design

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD, LLC Perks + Benefits

FTD, LLC Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), Employee Stock Purchase Plan (ESPP), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions. FTD, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our FTD.com and Proflowers brands.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
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