5+ years of experience in call center, management, customer service, or operations
Strong leadership skills with prior call center experience preferred
Excellent organizational, communication, and interpersonal skills
Working knowledge of Service Cloud, CRM systems, and Microsoft Office
Bilingual skills are a plus, but not required
Familiarity with industry standards and Mary Kay Inc.'s independent sales force
Responsibilities
Lead and direct service center operations to ensure positive service experiences
Support customer success representatives through coaching and development
Monitor service levels and staff performance, making necessary adjustments
Collect and organize feedback data to ensure quality service delivery
Interface with other departments regarding service and system issues
Collaborate with training and workforce management for team readiness
Prepare statistical reports for management review and action
Benefits
On-site work at a Mary Kay facility
Opportunities for professional development and leadership growth
Potential for recognition and rewards based on performance
Engagement with cross-functional teams within the company
Access to industry knowledge and best practices through special events and seminars
Full Job Description
Job Purpose
Responsible for leading a team of service representatives in a high volume, multi-shift and multifunction service center performing multi-channel interactions including telephone, email and other contact channels across a wide range of service topics including Order Services, Branch Customer Service, Repurchase Program, Prize Customer Service, Special Events, Director Information, Consultant Records, Product Knowledge, Internet and Mobile Support and Consumer Services for the independent sales force and end consumers. Responsible for maintaining knowledge of all sales force programs and promotions to ensure the appropriate communication to team members and that adequate information is available to make the best decisions regarding sales force related matters.
Essential Duties and Responsibilities
Responsible for leading and directing service center operations to ensure a positive service experience for the Mary Kay sales force and end consumers of our brand. Ensuring the timely and efficient processing of inbound and outbound service calls, orders, agreements, emails, and other contacts through all contact channels in the resolution of sales force inquiries and issues, across all career levels from new Independent Beauty Consultants through National Sales Directors, and end consumer inquiries and issues. This includes handling of escalated calls, returning calls to all levels of sales force and working through issues reported by the agents related to potential system problems, promotions or program changes.
Provides leadership and support to customer success representatives including development, motivation, coaching and recognition to ensure the achievement of individual and departmental goals. Responsible for ensuring that their staff is informed of new and changing promotions and programs to ensure they are properly trained and prepared to employ new technologies, execute changing tasks and resolve internal and external inquiries. Tracks attendance records, completes performance appraisals, addresses performance issues, provides feedback, motivates, counsels and rewards staff. Maintains awareness of activities across the Company that may impact workload or service levels and responds accordingly. Reviews performance reports including volume, cycle time and productivity Continually reviews operational procedures and staffing levels to determine their impact on quality, performance, and productivity goals. Monitors service levels to ensure proper staffing coverage during peak periods. Evaluates frequently changing workload and priorities and partners with Workforce Management to reallocate staffing resources to meet service level and financial goals.
This role is accountable for helping to identify trends and assisting service center managers and assistant managers in the collection and organization of quality feedback data received from the independent sales force and end consumers to ensure consistent delivery of Golden Rule Service. Prepares various statistical reports and provides reports to management as scheduled for action or further analysis. Collaborates across functional lines to improve operational efficiencies and process consistency.
Consistently supports and applies Company policies and guidelines concerning service functions, using judgment and diplomacy. Interfaces on service and system matters with departments including IST, Finance, Legal, Human Resources, Product Quality, Medical Science Affairs, Supply Chain Configuration Management and Inventory Control, U.S. Marketing and Communications, Digital Marketing and eCommerce, U.S. Creative Services, Sales Force Total Rewards, U.S. Event Planning, Sales Force Development, and Sales Education. Reviews and modifies work instructions as they are presented for periodic review, as well as, suggests new work instructions when new procedures are introduced.
Interacts with Training, Workforce Management and Quality Team to ensure the overall readiness of representatives to handle calls and support the sales force. This includes providing feedback on training, discussion of workflow handling and improvements based on quality assessments.
This job requires on-site work at a Mary Kay facility.
Knowledge, Skills and Abilities
Education - Bachelor's/University Degree or equivalent
Experience - 5+ years in Contact/Call Center, or in Management, Customer Service, Employee Relations and Operations
Demonstrated leadership skills and prior experience as a leader preferably in a call center environment.
Excellent organizational, communication, and interpersonal skills required to effectively plan, organize and direct day to day work of the Customer Success team and to interact with staff and the independent sales force. Bilingual skills desirable but not required.
Strong knowledge of Company policies, guidelines and Company-wide operations is required to effectively function in all aspects of service operations support.
Must have working knowledge of technologies including: Service Cloud, Ring Central/Vonage, Customer Relationship (CRM) systems, Workforce Management, Microsoft Office, Tableau, Internet, and Personal Computer skills.
Ability to utilize courtesy and tact in interactions with department and Company personnel in the exchange of information and identification and resolution of issues.
Ability to represent the Company at various special events, Seminar, and Independent Sales Force functions will be required on occasion.
Must have a good understanding of the industry and Mary Kay Inc. independent sales force.
About Mary Kay
Mary Kay Inc. is an American privately owned multi-level marketing company that sells cosmetics products. The company was founded by Mary Kay Ash in 1963. Mary Kay is headquartered in Addison, Texas, outside Dallas. Mary Kay is known for its philanthropic efforts, particularly its work to end domestic violence. Mary Kay has a sales force of over 3.5 million people.
