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Director, Call Center Operations - BRISTOL
Customer Care Representative (Seasonal) - BRISTOL
Correspondence Internet Supervisor - BRISTOL
Assistant Store Manager - Egg Harbor Township, NJ

Director, Call Center Operations - BRISTOL

Scope of Position:

  • Direct all operations within the call center pertaining to inbound order taking and outbound sales, including: scheduling, hiring, oversight and improvement of key performance indicators, performance monitoring/quality assurance and employee development. Develops strategies, plans and operational guidelines to support and enhance the customer experience. Creates processes and tactics to achieve overall business objectives.

Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards.
  • Develop training programs to ensure the outbound sales team fully understand the customer needs in an effort to maximize sales opportunities.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Directs and supports the call centers in the attainment of key performance indicators metrics such as abandon rates, avg. speed of answer, service level, talk utilization, avg. work time, etc. Provides counseling and guidance for Call Center Managers.
  • Tracks and analyzes Call Center performance versus service goals/metrics; issue regular reports to senior management and business unit customers of performance versus goals and recommended actions.
  • Establishes and ensures compliance with standard practices and processes in the call center; in addition is responsible for implementing best operations practices and process improvement.
  • Serves as a liaison between senior leadership and the call centers to cascade organizational strategies and goals to the call centers. Builds a team environment through regular contact, trainings, communication, and meetings with staff and team.
  • Develops incentive compensation plans to drive sales growth, retain staff and remain competitive in the industry.

Must Requirements:

  • Bachelor’s Degree and at least 8-10 years of experience in Call Center leadership.
  • Strong interpersonal, writing and problem solving skills
  • Self motivated and capable of maintaining high standards while working independently.
  • Excellent analytical skills with a strong attention to detail and exceptional planning and organizational skills.
  • Effective oral and written communication skills and excellent interpersonal skills.
  • Ability to lead and coach multiple teams and handle multiple issues simultaneously.
  • Requires experience working under strict deadlines and willingness to work beyond normal work hours in order to meet closing, reporting & project deadlines.
  • Promotes and Fosters teamwork and instill high employee morale and ensures cross training between inside sales and customer service.
  • Experience managing both customer service and telemarketing functions.

Preferred Requirements:

  • MBA
  • Experience providing customer support to catalog and internet customers
  • Experience with Call Center Dialer Software

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Customer Care Representative (Seasonal) - BRISTOL

Scope of Position:

  • As a Seasonal Customer Care Representative, you will provide Lenox customers with excellent service and satisfaction in an Inbound-Call Center Atmosphere. The ideal candidate will be flexible to varying shifts between 8:30am and 11:00pm, Monday through Friday, rotating Saturdays and Sundays and additional hours as needed.

Basic Function:

  • Provide Lenox customers with information regarding order status, inquiries, resolves issues, product availability, and pricing. Responsible for processing inbound telephone orders to service end consumers ordering needs and offer additional products as an up-sell to maximize sales potential. Maintain optimum level of performance while consistently incorporating the Lenox highest quality of standards. Maintain a high degree of professionalism when communicating with the end consumer as well as the Lenox team.

Responsibilities:

  • Effectively communicate with customers in all matters relating to inbound customer service.
  • Processes orders, investigates and responds to inquiries regarding order status, product information, stock availability, and resolves customer service issues.
  • Offer additional products to customers as an up-sell opportunity.
  • Provide accurate record keeping, paperwork, and system processing.
  • Perform other duties as assigned.

Must Requirements:

  • Must be available to a flexible work schedule between 8:30am to 11:00pm and on rotating Saturdays and Sundays as well as work additional hours as needed.
  • Minimum 3 months of customer contact experience, preferably in an inbound call center environment.
  • Excellent organizational and communication skills, including grammar, voice, and diction.
  • Demonstrated phone etiquette skills.
  • Demonstrated excellence in attendance dependability.
  • Demonstrated ability to meet the current standards for talk time, after call work, calls/hr, occupancy, and quality.
  • Ability to function well in a fast paced work environment.
  • PC proficient. Basic operating knowledge of computers and standard software.
  • High School diploma or equivalent.
  • Must have reliable transportation.

Preferred Requirements:

  • Previous up-sell experience.
  • Associates or Bachelor’s Degree.

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Correspondence Internet Supervisor - BRISTOL

Scope of Position:

  • Under the direction of the Director of Customer Operations & Inside Sales, will supervise the daily activities of the Correspondence/Internet team to ensure individual and group service level goals are achieved.

Basic Function:

  • Responsible for the leadership, direction and guidance of the Correspondence/Internet team of up to 20 Customer Service Representatives. The Correspondence/Internet team is responsible for providing excellent customer service and satisfaction via written correspondence, electronic mail and the telephone to all business sales channels, including Core, Catalog and Internet. In addition, will assist in the training, workforce management and budget management of the team. Maintain optimum level of performance while consistently incorporating the Lenox highest quality of standards. Support the Customer Service process and maintain a high degree of professionalism when communicating with the Lenox team as well as the end consumer. Work scheduled hours Monday through Friday and rotating Saturdays, as well as available to work additional hours as needed.

Responsibilities:

  • Supervise, coach and develop Correspondence/Internet team.
  • Evaluate systems, processes, policies and procedures to review the efficiency of the team.
  • Communicate customer trends, issues and feedback to Director and other appropriate individuals. Identify root problems and collaboratively work with specific team/individuals to resolve issues.
  • Prepare team reports and analyze performance statistics.
  • Perform other duties as assigned.

Must Requirements (including any physical requirements):

  • Minimum 3-5 years of Customer Service experience, preferably in an Inbound Call Center or Correspondence environment.
  • Minimum 1-2 years previous Supervisory experience.
  • Excellent organizational, written and communication skills, including grammar, voice and diction, spelling, usage, punctuation.
  • Strong listening skills.
  • Demonstrated excellence in attendance dependability.
  • Ability to function well in a fast paced work environment.
  • PC proficient.
  • Bachelor’s Degree.

Preferred Requirements:

  • Prior experience with in an Internet on-line chat environment.

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Assistant Store Manager - Egg Harbor Township, NJ

Basic Function:

  • Responsible for sales performance, store operating results, customer service, and daily operations for assigned store. Daily operations include: maintenance of inventories at appropriate levels, promotion of sales in the local market, all staffing functions, and maintenance of store's appearance. Additional responsibilities include: completing required accounting paperwork, price changes, and physical inventories. Ensure all company policies are followed as directed in the Retail Operations Manual.

Must Requirements (including any physical requirements):

  • Strong leadership skills
  • Strong interpersonal, communication, and organizational skills
  • Constant standing and walking for long periods of time
  • Constant use of audio and visual senses
  • Work closely with others 90% of the time, alone 10% of the time
  • Requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly
  • Lifting motions range from floor-to-waist and shoulder-to-above range
  • Ability to climb a ladder
  • Subject to inside/outside environmental changes, including traffic noise while unloading a truck
  • Intermittent bending, crouching/stooping, pushing/pulling, twisting, and reaching motions
  • Fingering, grasping, pulling, and lifting motions are required when ticketing merchandise
  • Requires use of knife/razor to open boxes
  • Exposure to cleaning lotions and polishes while cleaning

Preferred Requirements:

  • Bachelor of science/bachelor of arts degree
  • Knowledge of Microsoft Word and Excel

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.