Assistant CX Manager
Proper Cloth
New York, new york
Job Details
Full-time
Full Job Description
Mission
This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.
Requirements
Scheduling
- Ensure the CX Support Team schedule closely matches forecasts
- Identify and implement agent schedule changes
- Approve/Deny PTO and Make-Up Days
- Coordinate break-times
- Approving timesheets
Zendesk Management
- Escalated Cases
- Handling all ‘Manager request’ phone calls
- Sending warning messages to customers
- Monitoring the inbox
- Moving tickets to prevent a backlog
- Moving tickets to minimize response time
Quality Assurance Support
- Complete monthly QA assignments by the 20th of each month
Performance Coaching
- Hold 1x1 “Check-in” meetings with CX Agents
- Contribute to Performance Review process
- Challenge/help agents hit their daily goals
Training/Team-building
- Host regular re-training and team-building events for the CX Support Team
- Update Nuclino articles as necessary
- Create new macros and update processes as needed
Key Skills and Other Responsibilities
- Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
- Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
- Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
- Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
- Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
- Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
- Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
- Be respectful to customers and co-workers and lead a positive, productive, team oriented work atmosphere
- Understand and exemplify the Proper Cloth mission and values
- Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind