Program Services Manager-Retail at Overhead Door Corporation in Lewisville, Texas
Posted in Management 30+ days ago.
Type: Full-Time
Job Description:
Position Function:
To manage the daily functions of multiple Retail Services Customer Care teams, management of retail installation service levels and implementation of all retail install program to ensure success of the retail service programs.
Essential Duties and Responsibilities:
- Hiring, training, coaching, and leading call center managers
- Manage P&L for the Retail Services Customer Care teams and develop methods to ensure program profitability.
- Establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Implement process management, order processing, and other Retail Services Customer Care requirements.
- Monitor performance to ensure program compliance.
- Preparing reports for management
- Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Manage training of Call Center personnel on order processing and problem resolution.
- Analyze open order reports to ensure timely order completion and promote customer satisfaction.
- Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.
Other Responsibilities:
§Operate computer terminal, using various sites to oversee maintenance of dealer network
§Provide installer service over the telephone.
§Take, investigate and solve complaints.
§Assist team with dealer/retailers to solve customer problems.
§Provide detailed explanation of company policy and procedures in respect to Installation or Service program issues.
§Testing, implementation, training on new programs or enhancements, as required
§Other related duties as required
Skills/Experience Requirements
§Exceptional negotiating skills.
§Strong coaching and leadership skills, ability to motivate employees.
§Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
§Three years’ retail home improvements and/or install sales experience a plus.
§AR and AP understanding
§Prior experience with training and procedure adherence
§Must be able to multi-task and perform well in a fast-paced team environment.
Education Requirements
§High School Diploma or Equivalent
§College degree preferred
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