Vista Outdoor Consumer Services Supervisor in Overland Park, Kansas
Join our talented team. Employees at Vista Outdoor are passionate and committed to delivering quality products to our customers. Our culture centers on an engaged and accountable workforce. Our goal is to attract and retain a diverse workforce: rich in talent, background, ideas and experience.
Responsibilities and Qualifications
Lead team that primarily answer inbound calls and emails from consumers about our product. This is a high-volume call queue that provides support for Bushnell, Bushnell Golf, Weaver Optics, Simmons, Tasco, Hoppe’s, Butler Creek, and Primos branded product.
Supervise warranty repair teams and ensure processing time & communication with customer it timely and professional.
Supervise daily activities of team including time spent in ready status and average handle times to ensure we are achieving a high answer service factor. Also monitors e-mail queues within Sales Force to ensure they are timely being resolved.
Supervisor team to monitor and respond to customer reviews at our web-site and 3rd party web sites.
Monitor and ensure quality standards are being achieved with employees. Develop and use metrics to help manage staffing levels. Listen to calls with employees and grade recorded calls. Provide coaching and when needed development plans. Develop strategies to reduce the call time & e-mail responses.
Using data to evaluate and develop options to pro-actively improve the communication to our consumers regarding their repairs.
Provide team with regular performance-based feedback.
Answer escalated calls & e-mails, ensure consumer complaints/concerns are resolved in a professional and timely manner.
Utilize Sales Force to help team achieve a high answer service factor.
Support team to make every consumer aware of the after-call survey, achieve +50 NPS score.
Work with product management to schedule product training for your team. Ensure training is also conducted at our Oroville operation. Also work with the product teams to inform them of product issues and/or changes that can improve the consumer experience.
Work with off site consumer support agents within Vista to provide additional support for your team during peak season. Make certain they have all the tools and resources needed to succeed.
Work with service center team to ensure a good consumer experience. Manage outbound calls for labs when needed.
Support Consumer Improvement Experience project/team.
Work in AS400, SAP, Salesforce, and all other required software. Use and suggest technology (IVR, etc.) to improve the customer experience.
Manage hiring and training of consumer support staff.
Perform your teams’ individual reviews and support all required Vita HR activities associated with supervising people.
Report weekly call data to direct management.
Excellent verbal and written communication skills. Ability to supervise and directly support consumers. You must be able to provide clear and concise direction to your team.
You will need to have strong time management skills. You will need to be able to adjust to match work flow fluctuation.
Strong decision making and ability to resolve customer problems on-line or over the phone without having to receive direction from your direct management.
Bachelor’s degree preferred, or a combination education and 5 years of Customer Service supervision/management experience.
Knowledge of outdoor products and industry preferred.
Prior experience working with AS400, SAP, Sales Force, Microsoft Office programs a plus
Ability to remain calm and composed during high stress situations and when consumers are unhappy with our brands or products.
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!
Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.
Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled
Vista Outdoor is an equal opportunity employer. All applicants are considered for employment without regard race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, and any other characteristics protected by law. The EEO Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to firstname.lastname@example.org . Please note that this email address is for accommodation purposes only. Vista Outdoor will not respond to inquiries for other purposes.