Customer Care Director

Vineyard Vines

Company Type
Title Customer Care Director
Employment Type Full Time
City Stamford
State CT
Description Reports To: SVP, Digital

This position is integral to the overall success of vineyard vines. You are a well-organized, talented and enthusiastic thinker who proactively identifies customer service opportunities. You will lead a team of high performing supervisors and customer care representatives (crew members) to deliver exceptional service to our customers. Beyond providing an incredible customer experience through your leadership and hands-on guidance, you are a skill-building and coaching role model. We are a culture that promotes taking initiative, finding solutions, empowerment, collaboration, and having fun.

Functions & Responsibilities:
• Develop, implement and maintain goals and objectives for the customer care team, including productivity measures, service levels, and customer satisfaction scores
• Manage daily operations of internal and external call center teams
• Coaching and assistance to supervisors and crew members on an ongoing basis
• Ownership of the performance of supervisors and guiding best practices for how they coach their teams
• Manage external call center vendors, ensuring that goals are set appropriately and consistently met
• Oversee and ensure conflict resolution between crew members and customers
• Launch experimental and innovative customer service techniques to support adaptable business needs
• Lead the requirements to build foundational and innovative technology capabilities
• Leverage data to make factual decisions to influence process improvement opportunities
• Represent customer service when collaborating with 3rd party call centers for support, information sharing, or common initiatives as directed by business owners
• Recommend plans for training, quality assessment, staffing, shift assignments and all other agent-impacting projects
• Develop presentations and talks to motivate and educate crew members
• Manage customer care budget and forecast, ensuring workforce plan aligns with business needs and budget
• Communicate company goals and news to crew members so every employee understands his or her role
• Conduct periodic surveys of customers and potential customers to ensure quality control
• Create and distribute weekly progress reports to the organization
• Ensure team schedules support an engaging customer service environment
• Develop and recommend incentives to motivate team
• Stay current with the industry
• Contribute to a diverse team
• Develop relationship with call center technology providers

• 4+ years people management experience, leading mid-to-large size teams
• Ability/willingness to travel domestically 4+ times a year
• Bachelor's degree or equivalent experience
• Customer service experience in a call center environment
• Proven ability to effectively resolve problems and implement process improvements in a call center
• Thrive under pressure; experience handling the most critical of customer escalations with calm and respect
• Impeccable communication and organization
• Creative, adaptable, entrepreneurial and driven by integrity
• Ability to see past day-to-day activities and seek innovative ideas to continuously improve
• Passion for the vineyard vines brand
• Understands and adheres to all policies related to the organization
• Team focused, confident, and professional; must be able to inspire and motivate a team
• Ability to work a flexible schedule including holidays, nights, and weekends
• Strong attention to detail and ability to come up with creative solution to challenging situations
• Excellent PC skills including Excel, Word, Outlook and Internet based software programs, as well as call center industry specific programs.
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Confirmed 5 hours ago. Posted 30+ days ago.

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