Customer Experience Manager
Affordable Style is seeking a talented Customer Experience Manager to join our team. As our Customer Experience Manager, you'd not only share in our passion to serve the budget-friendly, fashion-savvy shopper, but you'd lead a customer service team that is strategically critical to the company's overall business goals and be a key component of a premiere firm in the online retail field. If you are in search of a fun, thriving company (with a casual dress code!) that fosters professional growth and promotes creativity, we want to hear from you!
Headquartered in Greenwood, Indiana, Affordable Style is a profitable, fast-growing company that operates a network of online stores in the online fashion retail industry. We are very selective – whether selecting products, vendors or hiring employees, and though our expectations are high, job satisfaction is higher. Why? Because we hire bright, dynamic, high-energy and passionate folks who love what they do. We know by now that Superstars are easy to spot; they're bright, dynamic, and passionate. They don't settle for good enough, they demand excellence both of themselves and others. At Affordable Style, superstars are the norm, not the exception.
Responsibilities:
- Receive inbound calls from our customers
- Answer customer support e-mails
- Engage with Web visitors via "live chat"
- Analyze call volume and staffing trends and makes recommendations to senior management
- Project staffing requirements to meet service levels by forecasting both short and long-term call volume expectations and required staffing
- Generates applicable reporting and possesses a good working knowledge to interpret data
- Work with customers by answering questions, researching/resolving issues, and trouble-shooting problems
- Utilize soft sales techniques to aide customers in finding the right products
- Give every customer an extraordinary experience
- Work on special projects to enhance customer value and satisfaction
- Help coordinate customer support activities for new product and store launches
- Meet with senior leadership on regular basis to share information, present trends, and recommend solutions
- Learn and understand our brands, products, and customer base
Qualifications:
- Passion for customer service and problem solving
- 2+ years management / leadership experience, preferably in an Inbound Sales / Contact Center environment
- Proven track record of driving results
- Strong computer skills including in-depth experience with Windows, Microsoft Office Suite and the Internet
- Excellent verbal and written communication skills
- "Can do" positive attitude, goal-oriented and strong sense of customer empathy
- Maintaining a positive, energetic attitude while focusing on customer needs
- Strong analytical and statistical skills with the ability to summarize data and identify trends
- Solid organizational skills with high attention to detail and accuracy
- Ability to multi-task and successfully manage in a fast-paced, complex environment
- Bachelor's degree is preferred
Compensation & Benefits:
- Competitive annual salary
- Medical, dental, vision, and life insurance
- 401k with company match
- Generous paid time off for vacations/holidays
- Flexible schedule
- Discounted employee purchases
- Continuous learning and opportunities for career advancement
How to Apply:
This is a full-time position located at our office in Greenwood, IN.
- Create a cover letter telling us a little about your background and explaining why this position is a good fit for you.
- Create a resume that shows off your work history and skills.
- Include your salary requirements in your cover letter or resume.
- Send your resume and cover letter to careers@affordablestyle.com.
Thank you very much for your interest in joining the Affordable Style team. We look forward to hearing from you!
