Customer Solutions Manager

Overview

The Customer Solutions Manager position is responsible for the overall success and achievement of the Contact Center, which supports an Omni Channel infrastructure as well as Custom Closet design & support and Outbound Sales. This position collaborates with the Customer Care and Solutions Director to develop specific plans and outlines the necessary actions to achieve those goals. This is a full-time, salaried, exempt position.
Position Reports To
Customer Solutions and TCS Customer Care Director

Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.

• Ensures Specialists have a clear understanding of their daily duties via real time coaching and monthly scorecard execution. Focus agents on their primary responsibility of exemplary customer service and revenue generation.
• Work in partnership with department Leads to identify training needs.
• Prioritize training resources based on company priorities and initiatives to ensure we are brand building through each contact with our customers and partners, thereby maximizing the experience of all stakeholders.
• Works with the Customer Care Director and department Leads to review each employee’s performance and contribution, offering solutions for challenges in quality and performance management.
• Identifies operational needs and helps facilitate efficiencies in the department. Maintains a wider view of the business while being able to understand the details and manage a team to achieve applicable Service Level and Revenue goals.
• Takes corrective action when necessary, collaborating with Leadership and the management team on the appropriate conversations, actions, follow-up, and documentation.
• Monitors operational functions including systems and programs specific to each department, employee One-on-One updates, and maintains and grows the relationships with other departments (including but not limited to Distribution Center Fulfillment, Store Operations, Marketing and IT).
• Stays current and evaluates all company and department-specific reporting and applies that knowledge to driving sales and achievement of all CS KPI’s

• 5-10 years of management experience, preferably in a contact center environment, heavy sales focus.
• Based in Dallas/Ft. Worth area.
• Ability to travel 5% a year, based on the business needs.
• Experience managing others including career development, directing, and evaluating work.
• Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs.
• Knowledge of industry business and passion for following trends in the industry.
• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization.
• Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week.
• Flexible, with a positive attitude and passion for knowledge.
• Strong time management and organizational skills with the ability to successfully manage multiple projects at once.
• Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure.
• Professional manner and strong communication skills internally and with outside vendor partners.
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information.
• Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team, sustainable, life-changing, unique,…