The Customer Loyalty (CL) Manager will be directly responsible for managing the Customer Loyalty Team and efforts related to customer service and theADS customers' experience.

Responsibilities:

• Manage the Customer Loyalty Team, act as direct supervisor
  • Hire, retain, train, and coach team members as needed
• Assist with cases, customer inquiries, issues as needed
• Develop and prepare team members for sales role (if applicable)
• Responsible for designing and executing CL team training and ensuring learning objectives are met
• Responsible for hiring and onboarding new team members; encouraging promotion and development for CL team members
• Hold team members accountable to ensure service guidelines are met
• Maintain Legendary service levels across all touchpoints; including cases, emails, online chats, issues, etc.
• Manage and organize resources to ensure internal and external customer needs are met
• Evaluate and consistently recommend ways to improve the customer experience
• Develop understanding of customer attitudes, expectations, and concerns
• Advocate internally for ADS' customers to create a Legendary experience
• Communicate with customers at all levels to identify interests, habits, behaviors and desires
• Work with operational departments and Sales to ensure that back office operations meet the needs of customers
• Live and reinforce ADS values to ensure Customer Loyalty Team embodies service

Required Qualifications: Knowledge, Skills, and Abilities:

• Bachelor's Degree Required
• Experienced in customer service principles and practices
• Ability to resolve conflict and communicate positively
• Ability to effectively interact with all levels of internal and external business partners
• Strong organizational skills, ability to prioritize and multitask
  • Demonstrated project or people management preferred
• Minimum 3 years' experience in a service-oriented role
  • High level of understanding of ADS sales processes preferred
  • Inside sales experience preferred
• Salesforce experience preferred
• Must be able to analyze and synthesize information and present it in a fashion that is understandable to a wide array ofconstituents
• Must demonstrate sound and independent judgement
• Strong written and verbal communication skills
• Must be proficient in Microsoft Excel, PowerPoint, and Word
• ADS experience may be substituted for any of the above, providing criteria are met
• Desire and willingness to embody our Values and reinforce these values within the CL Team
  • Attitude
  • Accountability
  • Drive
  • Innovation
  • Initiative
  • Commitment

 ADS believes that a diverse work environment leads to bigger thinking and more creative solutions to our customers problems and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identification, national origin or any other legally protected characteristic. We strive to represent our community with a workforce diverse in gender and ethnicity. We actively seek out veterans and the disabled for opportunities at ADS.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/1138090-29903