Director of Customer Service
Gymboree - Dixon, CA

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Job Description:
The Director of Customer Service is responsible for the operation of the Customer Service call center to ensure that customers are provided with a legendary service experience through the communication channels of phones, email and social media forums. The call center supports online and retail customers with placing online orders, responding to customer feedback regarding the online/in-store experience and answering customer inquiries regarding the websites/store policies. In addition, the call center supports field employees across 1200+ stores in multiple brands. Reporting to the Sr. Director, Store Operations, the Director of Customer Service’s key responsibilities include overseeing performance, development and retention of the Customer Service call center team, managing business metrics to continuously improve the call center/customer experience, ensuring the department budget is in line with company goals and maintaining operational standards across all areas of the call center. Integral business partners include E-Commerce, Fulfillment, HR, Sales Audit, Loss Prevention, Store Operations and Field Managers/stores. This person will have a team of direct reports consisting of members of the Customer Service department and will also oversee the Customer Service call center team of 70-100+ representatives. Areas within the Customer Service call center team include but are not limited to phones, email, online returns and price adjustments, retail support, and international support.
Job Requirements:
Candidates must hold a bachelor’s degree and a minimum of 7-10 years of relevant experience, preferably in retail. Call center and customer service management experience required. The ideal candidate will thrive on keeping Gymboree competitive and will actively evaluate as well as maintain in-depth working knowledge of call center operational processes and systems in order to identify opportunities and enhancements both in our own company and in the marketplace. The ideal candidate will have proven success in managing a call center team in high volume scenarios. S/he must have project management experience with short term and long term projects in order to manage multiple tasks and prioritize urgent needs. The ideal candidate will be organized and detail oriented with strong written and verbal communication skills. This person will have demonstrated success in problem solving and taking initiative, with the ability to work independently as well as in teams with cross functional partners. S/he must enjoy working in a fast-paced dynamic environment, while reflecting the Gymboree values of family and fun.

About this company
527 reviews
Despite being over 30 years old, The Gymboree Corp. is still a retail toddler, stumbling periodically, learning quickly, and growing fast....