Zale Corporation is a leading specialty retailer of fine jewelry in North America, operating approximately 1,800 retail locations throughout the United States, Canada and Puerto Rico, as well as online. Zale Corporation’s family of brands includes Zales Jewelers, Zales Outlet, Gordon's Jewelers, Peoples Jewellers, Mappins Jewellers, and Piercing Pagoda. Zale Corporation offers exciting career opportunities in each of the Zale businesses. We look for bright, enthusiastic and performance-driven people to join our team and become an important part of our future.  We provide competitive wages and benefits for eligible positions.

JOB SUMMARY

Responsible for promoting positive customer relationships and advocating the Company’s brands through all contact points, including e-mail, phone, live chat, and social platforms.  Evaluates all customer service activities, provides customer intelligence to internal partners, and develops actionable recommendations to improve overall customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Develop and implement customer relations programs to achieve high levels of customer service and quality standards by creating and managing a system by which external customers  may submit complaints, provide feedback and receive resolutions, using an OmniChannel approach (i.e. telephone, online surveys and other tools).  Ensures that responses to customer complaints and inquiries are completed in a timely manner. 
• Create key performance metrics using customer demographics and intelligence to measure customer experience and brand awareness, and capture customer behavior; develop cross-departmental solutions to address areas of opportunity, internal deficiencies or redundancies 
•  Deliver support to all employees in Store Operations and Store Support Center for resolving IT, store maintenance, loss prevention, merchandise repair, and  human resource related issues and questions 
• Manage the operations of the company's call centers and monitor the performance of outsourced call centers, ensuring that all call center service levels, quality, and productivity metrics are consistently attained 
• Develop and continually refine the customer experience strategy in partnership with Store Operations, eCommerce and other internal business partners 
• Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience 
• Partner with the Compensation Department to design and implement reward/recognition programs for call center employees that provide excellent customer service and/or sales performance 
• Demonstrate and foster a sense of urgency and entrepreneurial commitment to achieving goals 
• Design, prepare, and maintain management reports that measure and communicate the key indicators related to their areas of responsibility 

EXPERIENCE

• Excellent communicator with superior verbal, written, technical and presentation skills. 
• Ability to think critically and problem solve in a fast- paced, entrepreneurial environment. 
• Ability to use good judgment in assessing situations and presenting solutions 
• Strong attention to detail, with the ability to break down project tasks, define project scope, plan and organize resources to complete projects on time and within budget 
• Strong analytical skills 
• Good negotiation and persuasion skills 
• Ability to successfully manage multiple departments 
• Strong team building, motivational, and leadership skills. 
• Excellent interpersonal skills 
• Strong organizational and time management skills 
• Ability to be flexible and adapt to a quickly changing environment 

EDUCATION 

• MBA degree required 
• 10+ years in customer service management, preferably with 4+ years of director-level experience. 

Please apply here.