1+ months

Supervisor Customer Care Social Media Support

Arbonne
Addison, TX 75001
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  • Job Code
    123779388

Overview

The Supervisor Customer Care Social Media Support will supervise up to two CS Service Lead employees and approximately 15 Social Media Service Agents handling contacts received via multiple social Media applications The Supervisor Customer Care Social Media is directly responsible for instilling a customer focused attitude in every employee, thus creating a culture that is characterized through our Raving Fans philosophy.



Responsibilities

  • Provide Written Service Operations expertise (social, chat, text and email) to assist in the build out and scaling of Arbonne's OMNI channel, service capability. Important expertise will include tactical knowledge of relevant KPIs, tools, templates and agent skillsets as well as working knowledge and experience of social, text and chat applications, written service transaction workflows, queue management practices and more.
  • Effectively coach and develop social media, text, email, and chat agents in order to maximize performance on all key metrics including quality, productivity and attendance.
  • Utilize reporting and QA observation to identify opportunities for improvement within the team and the operation.
  • Implement oversight processes to ensure written communications are accurate, compliant, and effectively represent Arbonne's brand.
  • Day to day management of resources and queues to ensure all transaction types are worked in a timely manner and meet established service level targets.
  • Routinely update internal leadership on team performance, challenges, opportunities for improvement and more as required.
  • Actively participate in the hiring and training process of all written services agents.
  • Participate in the design and documentation of relevant written services operations Policies & Procedures and training curriculum.
  • Work with internal Quality Assurance and Training team to develop written services (chat, email, text, and social media) quality and customer satisfaction attributes, evaluation tools and scoring methodology.
  • Collaborate with operations, marketing, legal and other Arbonne functional areas to ensure proper handling of all customer and consultant escalations received through the written services channels (chat, email, text, social media).
  • Work with Arbonne Marketing, Legal and other departments to build and deploy private and public facing email, chat, text, and social media response templates.
  • Other duties and responsibilities assigned by the Arbonne leadership team.
  • Each employee is responsible for raising awareness of our commitment to Corporate Social Responsibility and should actively participate in activities and initiatives which are designed to have a positive impact on the environment and local communities.
  • As a people leader of a purpose driven company you are responsible for establishing personal social and environmental goals and ensuring each of your direct reports have individual social and environmental goals.



Qualifications

  • Five years' experience leading a call center operations team at a Supervisor or Manager level with a minimum of two years' experience leading a Written Services team at a Supervisor level.
  • Demonstrated experience managing a social media and chat function within a call center operation REQUIRED.
  • Demonstrated ability to effectively drive employee performance improvements utilizing a variety of coaching and development techniques, tools, and approaches.
  • Proficient in the tactical use of core platforms (Facebook, Twitter, Instagram, LinkedIn, YouTube, etc.) and social media listening platforms, dashboards, publishing tools & content.
  • Excellent verbal and written communications skills to effectively communicate campaign performance to internal and external campaign stakeholders.
  • Attention to detail with strong project management and prioritization skills; ability to manage ad hoc reporting requests in tandem with ongoing projects.
  • Advanced Microsoft Excel skills.
  • Knowledge of MLM+ consumer products company is a plus
  • High School Diploma or equivalent required Associates or bachelor's degree desirable
  • Commitment to model and live out our Core Values (Accountability, Community, Innovation and Courage) and a positive mindset are critical for success and should reflect in everything you do.

Arbonne is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, sexual orientation, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law. At Arbonne it's about each person bringing passion and skills to a dynamic and inclusive workplace!



PI123779388
Posted: 2020-09-17 Expires: 2020-10-19

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Supervisor Customer Care Social Media Support

Arbonne
Addison, TX 75001

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