Manager - Client Relations Center

$78,900 - $131,500/Yr

Evri - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Client Relations Center Manager at Hermes is responsible for overseeing the Client Relations Center team, ensuring high levels of customer service and enhancing the overall client experience. This role involves managing daily activities related to store and eCommerce client relations, coaching team members, and resolving client escalations. The position requires flexibility to work from both New York and Jamesburg, NJ offices and includes supervisory responsibilities over Coordinators and Supervisors.

Responsibilities

• Manage and support the Client Relations Center team in daily responsibilities.
• Coach and track team productivity.
• Review and evaluate Coordinator phone and email interactions for quality assurance.
• Support Coordinators in answering phone and email inquiries, placing orders, and resolving delivery issues.
• Ensure all client requests are handled in a timely manner.
• Demonstrate and implement product knowledge, policies, and procedures.
• Resolve eCommerce and store client escalations.
• Manage Client Relations Center Coordinators and Supervisors to ensure daily responsibilities are met.
• Support in writing and delivering onboarding and annual performance reviews for the team.
• Manage appropriate talent bank and fill positions with high-quality candidates.
• Continue to develop analytical and leadership skills with ongoing training.

Requirements

• 3-5 years of experience in a similar call center and/or customer service environment.
• Management experience required.
• Strong ability to exercise appropriate judgment.
• Proven excellence in communication skills (verbal and written) and ability to multitask.
• Strong knowledge of Microsoft Excel and Word.

Nice-to-haves

• Previous call center and/or customer service team experience preferred.
• Knowledge of French is helpful.

Benefits

• Flexible schedule to meet the needs of the business, including extended holiday hours during designated periods throughout the year.