Jewelry Television - Customer Care Supervisor in Training

JOB SUMMARY:

This is a position of development for candidates to grow into future supervisors in the Customer Care Department. This is a full time position with a 6-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 ® (JTV). In each rotation trainees will experience the inner workings of critical components of the business. In addition to class room and hands-on training, special projects may be assigned.

RESPONSIBILITIES:

• Process inbound Sales and Service Calls
• Identify opportunities and suggest process improvements regarding world class service
• Understanding of Live Chat platform capabilities
• Resolve escalated sales/service calls
• 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 plus years of Customer Service experience preferred
• Excellent customer service skills
• Stable work history or proven track record of academic accomplishment
• Demonstrated competencies in sales, service, leadership ability
• Computer literate
• Ability to adapt and react in a fast-paced environment
• Ability to communicate effectively written and verbal

JTV Perks:

• Outstanding employee benefit program with medical, dental and vision coverage available

• Weekly pay period

• 401(k)

• Generous personal/vacation accrual policy

• 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 33-year history, JTV leverages an omni-digital strategy designed to elevate the customer experience through holistic, digitally-driven touch points, 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.