Jewelry Television - Customer Care Supervisor in Training Job at International E

Jewelry Television - Customer Care Supervisor in Training

Location: JTV Knoxville - Parkside

Job Code: JTVCCSIT

# of openings: 5

JOB SUMMARY:

This is a position of development for candidates to grow into future supervisors in the Customer Care Department. This is a competitive full-time six-month training program. Trainees will have in-depth training and experience in the areas of sales, customer experience, live chat, sales retention, workforce management, employee engagement, coaching and counseling, conflict resolution, performance management, and other responsibilities necessary to manage the day-to-day operations of the customer-facing end of Jewelry Television. In each rotation, trainees will experience the inner workings of critical components of the business. In addition to classroom and hands-on training, special projects may be assigned.

RESPONSIBILITIES:

• Process inbound Sales and Service Calls
• Identify opportunities and suggest process improvements in regards to world-class service
• Process inbound and outbound sales via Live Chat platform
• Manage representative calls and questions
• Identify coaching opportunities via Quality Assurance process
• Conduct informal coaching and participate in formal coaching conversations
• Work with CC leadership team to enhance employee engagement
• Identify staffing gaps and opportunities
• Support WFM (Workforce Management) by watching and reacting to live show demands
• Support direct Supervisor in the day-to-day management of the team focusing on a great customer experience
• Uphold all department standards and procedures
• Professionalism is a must; trainees will conduct themselves professionally at all times

QUALIFICATIONS:

• College degree and/or 2+ years of Customer Service experience preferred
• Stable work history or proven track record of academic accomplishment
• Demonstrated competencies in sales, service, and leadership ability
• Ability to adapt and react in a fast-paced environment
• Ability to communicate effectively, both written and verbal

BENEFITS:

• Outstanding employee benefit program with medical, dental, and vision coverage available
• 401(k)
• Great employee discount program through local vendors
• Exceptional employee discount on JTV product
• 24-hour private Fitness Center for all JTV employees and their immediate family
• Our employee park features a Walking Trail, Frisbee Golf, Volleyball, and MORE!

OVERVIEW:

Jewelry Television (JTV) is one of the leading retailers of jewelry and gemstones in the United States. Privately-held with a proven 30-year history, JTV leverages an omni-digital strategy designed to elevate the customer experience through holistic, digitally-driven touchpoints, including broadcasting live programming 24-hours a day, seven days a week to 86 million U.S. households, an industry-leading mobile-optimized e-commerce platform, and a robust social media presence. As part of its commitment to the development and distribution of educational content and consumer satisfaction, the company employs numerous Graduate Gemologists and Accredited Jewelry Professionals. The company’s website, JTV.com, is one of the largest jewelry e-commerce websites in the country according to Internet Retailer’s Top 500 list for 2015.

Jewelry Television (JTV) is an Equal Opportunity Employer (EOE) that provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Jewelry Television (JTV) is an E-Verify employer and participates in the E-Verify program. Jewelry Television (JTV) participates in the Tennessee Drug-Free Workplace Program.