Our Commitment to You: Lunds & Byerlys is committed to taking care of the employees who take care of our customers. We are committed to creating work environments centered around the values of hospitality, teamwork, and opportunity. Lunds & Byerlys is committed to providing equal opportunities to all interested and qualified candidates.
A little bit about us, we might be for you if you are looking for a...
Strong culture based on values, family and team. These words are not just tossed around. They are at the core of who we are.
"Great place to work" - we are a StarTribune Top Workplace 2019-2024.
Hometown team with a beloved brand and solid reputation.
NOTE: The following is a profile or persona of who we are looking for. If you have many of the characteristics below, please apply so we can start a conversation.
Job Summary
This position is responsible for the daily running and managing of the Lunds & Byerlys Corporate Call Center through the effective use of assigned resources. This individual is responsible for ensuring calls are answered within predetermined time standards and dealt with in a professional manner.
Essential Duties & Responsibilities
The following description of work to be performed by this individual is not intended to be all-inclusive. Rather, it focuses on the major tasks that must be accomplished. There are many necessary activities to satisfy any of the following performance guidelines.
Implement methodologies and technologies to improve first call and electronic communication resolution, manage customer expectations and build strong internal relationships
Develop and maintain formal procedure for consistency and increased productivity. Choose appropriate technology and other resources to maximize call center efficiency
Analyze call center performance through various reporting tools. Deliver timely and accurate information to management
Coach, mentor and lead direct reports to accomplish goals of the location plan and personal goals for each staff member
Hire a team to deliver optimal customer service and implement industry best practices as they relate to a customer care center. Build a team through innovative hiring and training techniques (Perseverance)
Train and develop staff, including performance evaluations, performance management and general supervision of staff
Resolve or re-direct calls/electronic communication in a timely manner. Maintain established service standards
Review financial performance reports and analyze and interpret data to identify opportunities to obtain cost savings objectives through efficient planning of resources, including labor
OTHER JOB DUTIES (Not Considered Essential To The Job)
Perform all other related assignments (including special projects) as required in a professional and cooperative manner.
Minimum Qualifications
Education
Bachelor's degree in business or equivalent knowledge
Experience
Three or more years of experience within related technical/functional work area
Prior team leadership experience
LFHI Competencies expected of all employees include: action oriented, communicates effectively, customer focus and instills trust.
Other required Knowledge, Skills, and Abilities:
A service-oriented individual with a high energy, positive and friendly demeanor
Ability to respond to continually changing priorities and coordinate multiple projects
Strong computer skills (Outlook, Excel, Word)
Excellent customer service, interpersonal, communication and problem solving skills
Strong organizational abilities
Project management, sound judgment and decision making abilities
Ability to delegate and follow through
Ability to provide motivation and leadership
Ability to read, write, speak and comprehend English
Other Requirements/Equipment Used, If Applicable
Equipment Used
Office Equipment (this may include computer, phone, printer, scanner, copier and fax machine)
Job Posted by ApplicantPro
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Retail
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