Supv Customer Success Interaction Services

What We Offer

• Generous Paid Time Off
• 401K & Profit Sharing
• Medical, Dental & Vision Coverage
• Free On-site Fitness Center & Health Clinic
• Tuition Reimbursement
• Employee Product Discounts

Job Purpose

Responsible for leading a team of service representatives in a high volume, multi‑shift and multifunction service center performing multi‑channel interactions including telephone, email and other contact channels across a wide range of service topics including Order Services, Branch Customer Service, Repurchase Program, Prize Customer Service, Special Events, Director Information, Consultant Records, Product Knowledge, Internet and Mobile Support and Consumer Services for the independent sales force and end consumers.

Responsible for maintaining knowledge of all sales force programs and promotions to ensure the appropriate communication to team members and that adequate information is available to make the best decisions regarding sales force related matters.

• Lead and direct service center operations to ensure a positive service experience for the Mary Kay sales force and end consumers. Ensure timely and efficient processing of inbound and outbound service calls, orders, agreements, emails, and other contacts through all contact channels in resolution of sales force inquiries and issues.
• Provide leadership and support to customer success representatives including development, motivation, coaching and recognition to achieve individual and departmental goals. Track attendance, complete performance appraisals, address performance issues, provide feedback, motivate, counsel and reward staff.
• Identify trends and assist service center managers in collecting and organizing quality feedback data from the independent sales force and end consumers to ensure consistent delivery of Golden Rule Service. Prepare statistical reports and provide them to management for action or further analysis.
• Apply Company policies and guidelines concerning service functions, interfacing with departments such as IST, Finance, Legal, Human Resources, Product Quality, Medical Science Affairs, Supply Chain, U.S. Marketing and Communications, Digital Marketing and eCommerce, U.S. Creative Services, Sales Force Total Rewards, U.S. Event Planning, Sales Force Development, and Sales Education. Review and modify work instructions as needed.
• Collaborate with Training, Workforce Management and Quality Team to ensure the overall readiness of representatives to handle calls and support the sales force.
• This job requires on‑site work at a Mary Kay facility.

Education – Bachelor’s/University Degree or equivalent

Experience – 5+ years in Contact/Call Center, or in Management, Customer Service, Employee Relations and Operations

• Demonstrated leadership skills and prior experience as a leader preferably in a call center environment.
• Excellent organizational, communication, and interpersonal skills to effectively plan, organize and direct day‑to‑day work of the Customer Success team and interact with staff and the independent sales force. Bilingual skills desirable but not required.
• Strong knowledge of Company policies, guidelines and Company‑wide operations is required to effectively function in all aspects of service operations support.
• Must have working knowledge of technologies including Service Cloud, Ring Central/Vonage, CRM systems, Workforce Management, Microsoft Office, Tableau, Internet, and Personal Computer skills.
• Ability to utilize courtesy and tact in interactions with department and Company personnel to exchange information and resolve issues.
• Ability to represent the Company at various special events, seminars, and Independent Sales Force functions will be required on occasion.
• Must have a good understanding of the industry and Mary Kay Inc. independent sales force.