Customer Service Manager - Indianapolis

LEGENDS

Founded in 2008, Legends is a premium experiences company with six divisions operating worldwide – Global Planning, Global Sales, Global Partnerships, Hospitality, Global Merchandise, and Legends IQ offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Facebook, Twitter and Instagram @TheLegendsWay.

 

THE ROLE    

The Customer Service Manager will report to the location GM, with functional reporting to the Director of Customer Service as well as the VP of Marketing. The successful candidate will help lead the locations efforts in creating and maintaining a culture of service, while assisting in all public facing location communications. This shall include the employee surveys, event based guest surveys, as well as Legends rewards and recognition program.

 

ESSENTIAL FUNCTIONS

• Establish team and individual goals in support of departmental and company objectives; coach and mentor frontline agents in skill development, customer service elevation, and company culture behaviors.

• Create reports to compile customer feedback and analyze trends, making operational changes and adjustments contingent on information acquired from available reporting.

• Take ownership of difficult customer situations with the ability to see the situation to resolution. Provide customer feedback to others in the organization to help create a more seamless customer experience.

• Forecast workload and prepare work schedules based on anticipated volume, sales projections, upcoming promotions, etc.

• Analyze and measure group productivity; consistently holding the team accountable to these service expectations.

• Create a feedback-rich environment; must be comfortable delivering and receiving feedback intended to elevate agent and overall department performance.

• Manage and lead all aspects of customer care and brand reputation, including resolving cases, and assisting cross-functional partners with customer-related issues.

• Analyze data to identify areas of strengths and improvement in our people, processes, and platforms.

• Lead the evolution of tools and practices for customer care and brand reputation and provide recommendations to leadership.

• Develop and evolve customer service standards, policies, and procedures for the department.

• Effectively manage and leverage vendor and client relationships with both internal and external partners as needed to achieve operational success.

• Aid in the recruitment process by conducting interviews, hiring staff, and assisting with new agent training as needed.

• Maintain consistent contact with the supervisor regarding “on-the-floor” activities, ensuring department metrics are being met. Prioritize the professional development of the supervisor as well.

• Handle major incidents. Solve and investigate customers’ long-standing or complex problems passed on by the customer service supervisor or the buying teams.

• Proactively establish and maintain effective working relationships with all supporting departments (customer service, buying teams, operations, administration, etc.).

• Prepare monthly and quarterly client presentations focused on KPIs and upcoming initiatives aimed at enhancing the customer experience.

• Prepare and maintain the department budget.

• Perform other duties as assigned. 

 

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree or equivalent, preferred
• 5+ years of relevant work experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• Proven ability to drive results intended to positively impact the customer experience
• Friendly and warm personality with an ability to connect to employees and customers
• Customer service-oriented with the ability to interact with all levels of management, including executive leadership
• Background in