Customer Service Supervisor

Responsibilities

Lead and motivate a team of Sales / Client Advisors to meet or exceed sales targets.
Provide ongoing training, coaching, development and support.
Develop and implement sales strategies, including sales through service and Clienteling to achieve department goals and objectives.
Optimize our existing “Notify Me” Program to maximize sales.
Motivate & encourage through ongoing positive communication & feedback.
Hold team members accountable for meeting or exceeding performance standards.
Evaluate your team members’ individual performance weekly and monthly, while also coaching in the moment.
Raise any performance trends, issues or concerns with the Management team in a timely manner.
Partner with Training and Communications Team to identify training opportunities and communications that need reinforcement.
Conduct regularly scheduled team meetings and one-one-one coaching to review performance with Direct Reports
Monitor sales performance and provide regular reports to senior management.
Collaborate with Marketing, Retail, Ecommerce and other internal departments to maximize sales and improve overall customer experience.

In addition to supporting your team to meet or exceed sales targets, ensure they provide a gold standard luxury service to all customers they engage with.

Identify when an escalated case should be taken over by a supervisor.
Effectively handle escalations, providing solutions that ensure the best possible outcome.
Evaluate and respond to customer feedback to enhance the Customer Service experience.
Responsible for handling Special Orders, including High Value and Custom Orders.
Support Supervisors with other daily Supervisors tasks, as needed.

Qualifications

2-7 years of experience in a similar role within a Contact Center or Retail Store with a strong service culture, luxury environment preferred.
Management, Sales and stellar Customer Service skills!
Ability to excite and motivate a team, effectively leading to drive results.
Excellent knowledge of the sales process and techniques.
Proficient in using Salesforce or similar CRM software. Comfortable navigating multiple systems.
Strong customer focus with relationship and relationship-building skills.
Excellent communication skills, both written and verbal.
Demonstrated ability to work independently, as well as collaboratively.
The ideal candidate will thrive in a fast-paced, high-energy environment.
A strong passion for the jewelry industry and the David Yurman brand; strong interest in learning about our business and products
Problem analysis and solving skills, demonstrating good judgement.
Strong organizational and planning skills.
Some schedule flexibility desired.
High level of professionalism and integrity.
CRM, ERP - Enterprise Resource Planning, Answering Inbound Calls, Auditing, e-Commerce, Retail
TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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