Job Summary

As a Customer Service Manager at Hobby Lobby, you will play a pivotal role in fostering a positive shopping experience for our customers. You will lead and mentor our customer service team, ensuring that our values of quality, creativity, and service are upheld in every interaction. Your strategic approach will not only enhance customer satisfaction but also contribute to the overall success of the store. This position requires a proactive leader who can effectively manage challenges, inspire team members, and maintain high standards of customer service.

Key Responsibilities

• Oversee daily customer service operations, ensuring team adherence to company policies and procedures.
• Train, develop, and motivate customer service staff to deliver exceptional service and achieve performance targets.
• Address customer inquiries, complaints, and feedback promptly and effectively, turning challenges into opportunities for improvement.
• Implement and maintain customer service protocols to enhance operational efficiency and service quality.
• Collaborate with other departments to ensure seamless customer experiences and address service-related issues.
• Analyze customer service metrics to identify trends, improve processes, and enhance the overall customer experience.
• Conduct regular team meetings to communicate updates, share feedback, and promote a positive work environment.
• Foster a culture of teamwork, respect, and accountability within the customer service department.

Required Skills and Qualifications

• Strong leadership skills with the ability to motivate and inspire a diverse team.
• Excellent verbal and written communication skills.
• Exceptional problem-solving abilities and conflict resolution skills.
• Proficiency in customer service software and Microsoft Office Suite.
• Strong organizational skills with a keen attention to detail.

Experience

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or management position.
• Experience in retail or a related industry is highly preferred.
• Proven track record of achieving customer service excellence and team performance goals.

Working Hours

• Full-time position, with the requirement to work flexible hours, including evenings, weekends, and holidays, as needed.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service principles and practices.
• Ability to analyze data and generate reports to track performance metrics.
• Strong interpersonal skills with a focus on building relationships and rapport with customers and team members.
• Capability to manage multiple tasks and priorities in a fast-paced environment.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company matching.
• Employee discounts on store merchandise.
• Paid time off and holiday pay.
• Opportunities for professional development and career advancement.

Why Join

At Hobby Lobby, we believe in the power of creativity and community. As a Customer Service Manager, you will be at the forefront of our mission to provide an inspiring and enjoyable shopping experience. We value our employees and provide a supportive work environment that encourages personal and professional growth. Join us in making a difference in the lives of our customers and team members!

How to Apply

If you are passionate about customer service and ready to lead a dynamic team, we would love to hear from you! Please submit your resume and a cover letter detailing your relevant experience to us. We look forward to welcoming you to the Hobby Lobby family!