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PuzzleHR is seeking a Retail Customer Care Manager in Albertson, NY, for a privately held company. Hiring: Retail Customer Care Manager Fulltime: Exempt, Salary Pay Rate: $65k - $88k Annually Hours: 9:00 – 6:00 PM - Mon, Tues, Thurs, Fri, 8:00 AM -5:00 PM Sat Off: Wednesday and Sunday Location: Mineola, NY 11501 What’s in it for you: · PTO 80 hours· Medical insurance · Holiday Pay Summary:Nassau County Long Island family-owned small business is looking to welcome a professional with a positive mindset, strong values, and excellent communication skills to our team. Candidate should possess strong interpersonal skills, extensive experience leading teams, and talent in building relationships. You should be comfortable working with your team, clients, independently, and collaboratively with our leadership team. You will be primarily responsible for leading the customer service team and customer service operations of the organization, in alignment with the company’s culture and client-centric values. Other significant aspects of the position include inside sales and outside sales roles, implementation and administration of company SOPs, and logging and reporting daily events to the owner and leadership team.
What you’ll be doing:· Embrace, embody, and encourage company values· Motivate, coach, and energize the team· Lead/manage and work alongside a team committed to client satisfaction and ascension· Serve as the company’s client-facing lead and primary contact person· Assist in the creation and administration of company SOPs (Standard Operating Procedures)· Implement and administer new initiatives and programs· Record and report daily events to the owner and leadership team· Lead daily team huddles and weekly team meetings· Answer client questions in person and on the phone· Assist with client transactions at the front counters, and build relationships with clients· Ensure team member productivity (this is a fast-paced work environment)· Perform Quarterly Review Process with team members· Focus team on the client experience, company values, friendliness, and positive energy· Set goals, help the team achieve goals, and hold the team accountable for reaching goals· Nurture, encourage, and lead with a positive, cooperative company culture· Set staff schedules, ensuring appropriate coverage and backup, while meeting or exceeding KPIs· Recruit, interview, hire, train, educate, develop, support, coach, correct, and terminate new and existing team members· Effectively resolve client issues · Perform inside sales and outside sales functions· Utilize company systems and software to identify, log, track, and resolve operational and customer service matters· Promote a positive, welcoming, appreciative environment for clients and team members· Champion initiatives to increase # of clients, frequency of client visits, and the cross-promotion of new services to clients – directly and through the team members you lead· Assume full ownership and responsibility for your areas of management· Perform other related duties as needed or requested What you’ll need:· Excellent interpersonal and customer service skills· Excellent verbal and written communication skills· Excellent organizational skills and attention to detail· Naturally positive, friendly, smiles a lot, a magnetic leader· Strong work ethic, attention to detail, and sense of personal responsibility· Strong emphasis on values and integrity· Demonstrate interest and initiative toward continuous improvement and growth· Ability to build strong, genuine relationships with clients and team members· Ability to maintain fast, accurate service, and positive client relations· Ability to provide clear and direct communication of expectations and give feedback· Ability to effectively lead and inspire others through coaching and mentoring· Ability to work independently, as well as with leadership and team members· Ability to be on your feet for long periods of time· Ability to succeed in fast-paced retail and production environments· Ability to multi-task effectively· Ability to utilize technology effectively· Proficient in Microsoft Office Suite· Experience with POS software, CRM software, team communication software, and project management software such as Slack, Asana, and Trainual is a plus· Associates degree required; Bachelor’s degree preferred· Three to five years of experience in a similar role· Prior business, management, and team member development experience· Inside sales and outside sales experience· Experience in retail, problem-solving and driving team member engagement
What you’ll be doing:· Embrace, embody, and encourage company values· Motivate, coach, and energize the team· Lead/manage and work alongside a team committed to client satisfaction and ascension· Serve as the company’s client-facing lead and primary contact person· Assist in the creation and administration of company SOPs (Standard Operating Procedures)· Implement and administer new initiatives and programs· Record and report daily events to the owner and leadership team· Lead daily team huddles and weekly team meetings· Answer client questions in person and on the phone· Assist with client transactions at the front counters, and build relationships with clients· Ensure team member productivity (this is a fast-paced work environment)· Perform Quarterly Review Process with team members· Focus team on the client experience, company values, friendliness, and positive energy· Set goals, help the team achieve goals, and hold the team accountable for reaching goals· Nurture, encourage, and lead with a positive, cooperative company culture· Set staff schedules, ensuring appropriate coverage and backup, while meeting or exceeding KPIs· Recruit, interview, hire, train, educate, develop, support, coach, correct, and terminate new and existing team members· Effectively resolve client issues · Perform inside sales and outside sales functions· Utilize company systems and software to identify, log, track, and resolve operational and customer service matters· Promote a positive, welcoming, appreciative environment for clients and team members· Champion initiatives to increase # of clients, frequency of client visits, and the cross-promotion of new services to clients – directly and through the team members you lead· Assume full ownership and responsibility for your areas of management· Perform other related duties as needed or requested What you’ll need:· Excellent interpersonal and customer service skills· Excellent verbal and written communication skills· Excellent organizational skills and attention to detail· Naturally positive, friendly, smiles a lot, a magnetic leader· Strong work ethic, attention to detail, and sense of personal responsibility· Strong emphasis on values and integrity· Demonstrate interest and initiative toward continuous improvement and growth· Ability to build strong, genuine relationships with clients and team members· Ability to maintain fast, accurate service, and positive client relations· Ability to provide clear and direct communication of expectations and give feedback· Ability to effectively lead and inspire others through coaching and mentoring· Ability to work independently, as well as with leadership and team members· Ability to be on your feet for long periods of time· Ability to succeed in fast-paced retail and production environments· Ability to multi-task effectively· Ability to utilize technology effectively· Proficient in Microsoft Office Suite· Experience with POS software, CRM software, team communication software, and project management software such as Slack, Asana, and Trainual is a plus· Associates degree required; Bachelor’s degree preferred· Three to five years of experience in a similar role· Prior business, management, and team member development experience· Inside sales and outside sales experience· Experience in retail, problem-solving and driving team member engagement
