Customer Care Manager

ABOUT ALLSTATE FLORAL

Allstate Floral is a leading home décor company that has become known for its innovative designs and breadth of high-quality artificial flowers and home décor accessories.  Products include decorative flowers, plants, trees, home accents and holiday décor sold through a broad spectrum of global retailers, distributors, and interior designers.  Allstate Floral fosters an energetic work environment of creativity and collaboration. As the leading importer with the largest in-stock decorative flowers, greenery and home decor, Allstate Floral is always looking to recruit and retain exceptional people who are skilled, confident, innovative and committed to providing excellent customer service.

POSITION OVERVIEW

The Customer Care Manager (CCM) is an onsite role at Allstate Floral has a passion for taking care of customers. The Customer Care team processes a large volume of orders placed over email, fax, phone, and in person, researches and solves customer problems, processes returns, and works on custom/special orders. The CCM is in charge of the entire Customer Care team and makes sure that the team does its best to meet customer needs by giving helpful product tips, making recommendations on how to resolve customer issues, taking orders and facilitating returns, troubleshooting problems and answering complaints.  The CCM also sets ground rules and expectations, follows company guidelines for dealing with customers, and resolves problems between coworkers or customers as they arise.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provide daily direction, coaching and supervision for all service handling functions, including customer requests and problem solving.
2. Implement and supervise daily quality control initiatives for customer interactions.
3. Establish, communicate, track and measure individual and team productivity daily/weekly/monthly.
4. Develop and maintains procedure and training documentation for all Customer Care functions.
5. Delegate tasks and provides ongoing training and development for direct reports.
6. Ensure all customer escalations are addressed and resolved within a reasonable timeframe.
7. Assist the Company with process improvement initiatives as assigned.
8. Provide service and task coverage as needed to assist the team in maintaining service levels and production goals.
9. Participate in tradeshows and showroom set-ups. Engage and work with customers face-to-face.

COMPETENCIES

1. A strong sense of team and a desire to mentor others and help build a dynamic, unique organization.
2. Communications proficiency.
3. Technical proficiency in MS Office, especially Excel and Outlook.
4. Extremely detail and task oriented.
5. A quick learner who is comfortable with change and learning new systems/processes.
6. Results driven

SUPERVISORY RESPONSIBILITY

Directly manages the entire Customer Care Department, including a team of Customer Care Associates/Specialists, one Customer Care Supervisor, one Office Services Supervisor, and one Receptionist. Carries out supervisory responsibilities in accordance with the company’s policies and applicable laws.

TRAVEL

Travel is primarily locally during the business day.  Domestic travel is required to our showrooms for trade shows and set-ups, 4 to 6 times a year, for multiples days at a time. Destinations include Dallas, TX, Atlanta, GA, High Point, NC, and/or Las Vegas, NV.

REQUIRED EDUCATION AND EXPERIENCE

1. Associate’s degree; Bachelor’s degree preferred
2. 3+ years directly managing a team of 6+ people in an office customer service environment; 8+ years’ experience preferred