Manager, Customer Service

Our Opportunity:

Chewy is continuing to build a world-class team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for leaders to join our Customer Service Operations Team who are passionate not only about our customers, but about our people.

We are looking for a Team Manager in Louisville, KY, to provide proactive leadership and development toa team of 10-25 hourly team members who support multiple channels within the business The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing team members that are having difficulty meeting Chewy standards.

The Team Manager should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.

What You’ll Do:

• Manage a team of 10-25 direct reports
• Create and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all team members.
• Leverage multiple data points, trending information, and behavioral patterns to establish and execute coaching
• Manage the corrective action process up and through termination for conduct or performance related
• Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
• Improve production levels of phone, email, chat and social media teams through reoccurring meetings and huddles to communicate critical business updates and drive team member productivity.
• Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps
• Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.
• Monitor and control team members' productivity and workload of multi-channel
• Partner with the Operations Manager to create and execute annual engagement plans and
• Support and handle customer and systems escalations as
• Assist and support learning and development needs for team members to successfully complete their metric expectations and to stay current on new product training as needed.
• Handle employee concerns and escalations to HR where
• Participate and provide feedback on business initiatives that directly impact the Customer Service
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team
• Conduct retention checks with Agents to check knowledge of current Chewy
• Identify operational deficiencies and suggest plans for
• Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency and customer satisfaction.

What You’ll Need:

• 2-5 years’ working experience in a customer service or call center
• Management experience with 5 or more direct
• Ability to manage a high volume or information/data.
• A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast- paced environment.
• Excellent verbal and written communication
• Proficiency in Microsoft Office Suite
• Position may require some travel (<25%).
• Must be willing to work evening shifts