Summary
Manage and support a team of Correspondence Advisors handling client contacts via phone, email, live chat, and social media. Drive achievement of correspondence KPIs, coach and develop staff, and ensure delivery of a high level of client experience while representing the brand.
Responsibilities
- Lead day-to-day operations of the correspondence team and provide visible support.
- Coach, motivate, develop, and train Correspondence Advisors to meet performance targets.
- Monitor and drive achievement of correspondence KPIs and quality standards.
- Handle escalated or complex client situations to ensure satisfaction.
- Provide backup coverage for phone, email, live chat, and social media as needed.
- Promote brand image and product knowledge in all client interactions.
- Participate in department training and stay current on initiatives and product updates.
- Explore creative solutions to maximize business opportunities and client loyalty.
Requirements
- Minimum 4 years experience in a similar role with direct reports, preferably in retail or client-centric environments.
- Proven track record developing goal-oriented teams and achieving results.
- Excellent verbal and written communication skills.
- Strong commercial mindset and entrepreneurial spirit.
- Very proficient in Outlook, Excel, PowerPoint, and other Microsoft applications.
- Excellent organization and time-management skills.
- Ability to multitask and use multiple systems simultaneously.
- Availability to work weekends, evenings, holidays and onsite in Irving TX.
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