TheCustomerLoyalty(CL)Managerwillbedirectlyresponsibleformanaging theCustomerLoyalty Teamand effortsrelated to customerserviceand theADS customers'experience.

Responsibilities:

• ManagetheCustomerLoyaltyTeam, act as direct supervisor
  • Hire, retain, train, and coach team members as needed
• Assistwith cases,customerinquiries,issuesasneeded
• Develop and prepareteam membersforsalesrole(ifapplicable)
• Responsible for designing and executingCL team training and ensuring learning objectivesaremet
• 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
• MaintainLegendaryservice 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 understandingofcustomerattitudes,expectations,andconcerns
• AdvocateinternallyforADS'customersto createaLegendaryexperience
• Communicatewith customersatalllevelstoidentifyinterests,habits,behaviorsand desires
• WorkwithoperationaldepartmentsandSalestoensurethatbackofficeoperationsmeettheneedsofcustomers
• Liveand reinforceADSvaluestoensureCustomerLoyaltyTeamembodiesservice

Required Qualifications:Knowledge,Skills,and Abilities:

• Bachelor'sDegreeRequired
• Experienced in customerserviceprinciplesand practices
• Ability to resolve conflict and communicate positively
• Abilitytoeffectivelyinteractwith alllevelsofinternaland externalbusinesspartners
• Strong organizationalskills,abilitytoprioritizeand multitask
  • Demonstrated project or people management preferred
• Minimum3years'experiencein a service-oriented role
  • High levelofunderstandingofADS salesprocesses preferred
  • Insidesalesexperiencepreferred
• Salesforce experience preferred
• Mustbeabletoanalyzeandsynthesizeinformationandpresentitinafashionthatisunderstandabletoawidearrayofconstituents
• Must demonstrate sound and independent judgement
• Strong written and verbal communication skills
• MustbeproficientinMicrosoftExcel,PowerPoint,and Word
• ADS experiencemaybesubstituted foranyoftheabove,providing criteriaaremet
• Desireand willingnesstoembodyourValuesand reinforcethesevalueswithin theCL 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