*Strong Candidate Identified*

The Customer Service Manager is a critical member of the Customer Engagement Center leadership team and is responsible for establishing and maintaining relationships with consumers on behalf of Electrolux through the development and management of Coaches and Customer Service Representatives. This role will drive lifetime consumer brand loyalty and profitable growth; foster and encourage employee engagement and is responsible for ensuring operational efficiencies.

The Customer Service Manager will lead a large front line team of employees; therefore, the incumbent most role model our core values - customer obsession, drive for results and passion for innovation through their leadership behaviors to include professionalism, approachability and confidentiality.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides daily direction and communication to coaches and customer service representatives to ensure team service levels, productivity, quality assurance and revenue goals are aligned and achieved
• Creates strong team morale, spirit and a feeling of belonging with team members creating an environment in which people want to do their best
• Articulates clear individual and team objectives and monitors process, progress and results
• Shares wins and successes in an effort to recognize, reward and motivate performance
• Determines processes and necessary actions to deliver results.

Continuously looks for ways to improve, drive synergies and simplify complex processes * Builds people by conducting frequent development discussions focused on building meaningful relationships, understanding personal motivators and pushing them to achieve excellence

• Ensure that team members adhere to published policies, procedures and guidelines.
• Leverages data and resources to identify individual performance gaps and develop and track performance improvement action plans
• Fosters open dialogue through organized and regular bi-weekly team meetings and individual 1:1 meetings
• Manages quality assurance disputes in accordance with established guidelines and protocol.
• Participates in and meaningfully contributes to quality assurance calibrations
• Responsible for updating monthly scorecard templates and reviewing scorecards for accuracy
• Conducts root cause analysis of file reworks, tracks trends by team member to identify trends and drive accountability and improvement
• Responsible for weekly timesheet approvals, reconciliation of aux logs with CMS reports, identify violations and implement corrective actions
• Prepares and conducts individual mid-year and year-end performance appraisals
• Serves as first line of support for team member
• Provide next level support for escalated calls
• Serve as primary point of contact for goodwill gestures
• Helps determine team structures, seating plans and oversees free seating program
• Responsible for proactively partnering with WFO to early release resources when excess capacity exists

POSITION REQUIREMENTS:

• Bachelor Degree required
• Minimum 5 year experience in consumer service or sales
• Minimum 2 year people leader / supervisory experience
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Easily approachable, builds rapport and is sensitive to and patient with others
• Uses time effectively and efficiently by concentrating efforts on the more important priorities
• Demonstrates good active listening skills and is interested in understanding the motivations of others to drive improvement
• Has demonstrated superior functional and technical knowledge of a Customer Service Representative and Coach positions
• Makes good decisions based upon analysis, experience and judgment
• Excellent communication skills - verbal and written
• Capable of setting priorities multi-tasking and meeting deadlines
• Possess orientated with strong decision making, problem solving and analytical skills with particular attention given to detail and accuracy
• Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs
• Strong selling and persuasion skills
• Intermediate knowledge of Microsoft Word and Excel
• Successfully navigates through ambiguity and change
• Career ambitious
• Experience with SAP CRM, Service Power, IPL, Avaya phone systems a plus
• Bilingual capabilities a plus

REQUIRED LANGUAGES:

• English

COMPANY DESCRIPTION

Electrolux is a global leader in home appliances and appliances for professional use, based on deep consumer insight. We offer thoughtfully designed, innovative and sustainable solutions, developed in close collaboration with professional users. The products include refrigerators, ovens, cookers, hobs, dishwashers, washing machines, vacuum cleaners, air conditioners and small domestic appliances.

Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 60 million products to customers in more than 150 markets every year. In 2015 Electrolux had sales of $14.7 billion ($5.1 billion in North America) and 58,000 employees.

Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.