Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers!
We are seeking a dedicated and organized Tools Tech Assistant Manager to join our Tools Tech Sales & Customer Service team.
In this role, you will support the day-to-day operations of a dynamic team, manage scheduling, track performance metrics, oversee timesheet management, and assist in handling minor customer service escalations.
You will collaborate closely with higher leadership to ensure alignment with broader company strategy and contribute to creating a positive, efficient work environment.
As the Assistant Manager, you will gain valuable leadership experience and have the opportunity to grow into a full Manager role.
You will play a key part in driving team performance, ensuring customer satisfaction, and maintaining operational excellence.
Key Responsibilities:
Team Supervision and Support: Provide direct supervision to a team of customer service representatives and sales associates, ensuring that daily operations run smoothly. Offer guidance and assistance as needed to help the team achieve goals and maintain high service standards.
Timesheet & Scheduling Management: Oversee the accurate completion of timesheets and ensure schedules are properly managed, ensuring adequate team coverage while balancing team member availability and business needs.
Call Queue Management: Monitor and manage the call queue, ensuring timely and efficient customer service response times. Provide support during peak times or when high call volumes are experienced.
Performance Tracking & Reporting: Review and analyze team performance metrics, including sales targets, customer satisfaction scores, and service level agreements. Provide insights and recommendations for improvement and report regularly to senior leadership.
Minor Escalations & Issue Resolution: Handle minor customer service escalations, providing timely and effective solutions. Collaborate with senior leadership on more complex issues when needed.
Team Development & Engagement: Foster a collaborative, positive work environment that encourages teamwork and professional growth. Assist in training new team members and supporting the development of existing staff.
Collaboration with Senior Leadership: Report to senior management on team performance, customer feedback, and operational challenges. Ensure that daily team operations are aligned with broader organizational goals and strategy.
Qualifications:
Basic Qualifications:
3+ years of experience in customer service, sales, or a related field, preferably within the jewelry industry or a retail environment.
1+ years of experience in a leadership or supervisory role, managing teams and providing operational support.
Strong communication and interpersonal skills, with the ability to effectively interact with team members and customers.
Proven ability to manage and resolve customer service issues in a professional and timely manner.
Familiarity with performance metrics, timesheet management, and scheduling tools.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
A passion for the jewelry industry and a commitment to delivering exceptional customer service.
