Customer Care Manager
Department:Distributor Services, CCD
Reports To:Director of Member Services
The successful Customer Care Manager has the right mix of strategic vision and tactical execution skills to provide exceptional member support and manage the day-to-day operations of the call center.
Essential Duties and Responsibilities
Essential duties and responsibilitiesinclude the following (other duties may be assigned):
Manage and mentor three to eight direct reports and oversee a team of 50 plus customer services representatives
Build team unity within and without the department
Conduct regular employee reviews, provide discipline when necessary, mentor up-and-coming employees to reach their highest capabilities
Support team leaders and other staff by removing obstacles that hinder the customer’s experience from being the best
Resolve escalated customer complaints
Understand budgetary constraints and operate within established guidelines
Assist in the creation of innovative programs and initiatives that support the department’s goals and vision
Provide a bridge of communication between the Customer Care Department and other departments
Establish strategic goals and action plans to provide better service to customers
Develop and enforce the Customer Care Department policies and procedures
Ensure team operates efficiently according to member and company measures
Align team goals with company goals and accomplish established goals
Manage team to reach established department KPIs
Oversee and support customer communication for Young Living’s international markets, which include, but are not limited to, monthly conference calls and regular e-mail correspondence
Foresee upcoming organizational needs and implement department improvements
Have excellent project management skills
Manage an area of company conventions
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Work well under pressure
Have a professional demeanor
Strong communication skills (verbal and written)
Guide individuals toward goal achievement using teamwork, collaboration, motivation, and staff development skills including the ability to act as a role model within the organization
Demonstrate innovation, good judgment, and problem-solving skills when making decisions
Establish a course of action for self and others to accomplish a specific goal while using appropriate resources
Coach, develop action plans that maximize performance, and provide effective feedback
Proven ability to analyze and improve work processes and policies
To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet software, word processing software and call center management software.
Education and Experience
Bachelor’s degree in related field from a four-year college or university or equivalent combination of education and experience
Three to five years’ related experience in customer service or related field
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee is frequently required to sit for extended periods of time and may be required to talk and listen to employees and/customers.
Employee is occasionally required to stand for long periods of time; walk; use hands to finger, handle, or feel; and reach with hands and arms.
Employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Employee may work in an office setting. The individual must be able to tolerate the scent of essential oils worn or diffused.
Young Living Essential Oils is an equal opportunity employer. Young Living participates in E-Verify, a service of DHS and SSA to confirm work authorization.
Code of Conduct Competencies
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”
Work Ethics – Must be dedicated, responsible, hard-working, and a team player
Oral Communication – Speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others
Written Communication – Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals
Spreading Wellness, One Drop at a Time