This is a position of development for candidates to grow into a supervisory role within Jewelry Television’s Customer Care Department. This is a competitive full time six month training program. Trainees will have in-depth training and experience in the areas of sales, customer experience, live chat, sales retention, workforce management, employee engagement, coaching and counseling, conflict resolution, performance management, and other responsibilities necessary to manage the day to day operations of the customer facing end of Jewelry Television. In each rotation trainees will experience the inner workings of critical components of the business. In addition to class room and hands-on training, special projects may be assigned.
• Process inbound Sales and Service Calls• Identify opportunities and suggest process improvements in regards to world-class service• Process in and outbound sales via Live Chat platform• Resolve escalated sales/service calls• Manage representative calls and questions• Identify coaching opportunities via Quality Assurance process• Conduct informal coaching, and participate in formal coaching conversations• Work with Customer Care Leadership Team to enhance employee engagement• Identify staffing gaps and opportunities• Support Workforce Management (WFM) by watching and reacting to live show demands• Support direct Supervisor in the day to day management of the team focusing on a great customer experience• Uphold all department standards and procedures• Professionalism is a must, trainees will conduct themselves in a professionally at all times
• College degree and/or 2 plus years of Customer Service experience preferred• Excellent customer service skills• Stable work history or proven track record of academic accomplishment• Demonstrated competencies in sales, service, leadership ability• Computer literate• Ability to adapt and react in a fast paced environment• Ability to communicate effectively written and verbal• 2nd shift (3p-12a) & 3rd shift (11p-8a) are available (excellent for students about to graduate)• Weekend availability a must
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