LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

GLOBAL MERCHANDISE

Recognized leaders in retail and merchandising worldwide, Legends Global Merchandise provides a fully customized, customer-centric, omnichannel shopping experience for fans. Our vertical service solution allows us to provide the latest trends, styles, designs, and brand collaborations across different categories. For in-venue, e-commerce and pop-up operations, Legends sets the standard when it comes to a unique shopping experience.  We pride ourselves in creating a customized portfolio of inventory based on each property and operating as a true extension of each client’s brand.  Different guests want different things, and we are here to build and provide a tailored retail experience. 

THE ROLE   

The primary focus of the manager role is to ensure all aspects of the Customer Service Department are functioning properly, while maintaining Total Customer Experience (TCE) service standards.

ESSENTIAL FUNCTIONS

• Meet organization’s customer service and sales objectives.
• Assure all callers receive service which is prompt, friendly, courteous, accurate and helpful.
• Meet service level and response time objectives for customer contacts.
• Responsible for the development and rollout of employee recognition programs.
• Create reports to compile customer feedback and analyze trends.
• Takes ownership for difficult customer situations with the ability to see the situation to resolution. Provide customer feedback to others in the organization to help create a more seamless customer experience.
• Forecast workload and prepare work schedules.
• Analyze and measure group productivity.
• Create a feedback-rich environment; must be comfortable delivering and receiving feedback intended to elevate agent and overall department performance.
• Analyze data to identify areas of strengths and improvement.
• Make continuous work process improvements.
• Develop customer service standards, policies, and procedures for the department.
• Aid in the recruitment process through conducting interviews, hiring of staff, and new agent training.
• Maintain consistent contact with supervisors about “on-the-floor” activities.
• Meet with supervisors to examine if department metrics are being met.
• Handle major incidents. Solve and investigate customer’s long-standing or complex problems passed on by the customer service supervisor or the program teams.
• Approve refunds, inventory write offs and replacement orders for customers.
• Prepare and maintain department budget.
• Perform other duties as assigned. 

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree or equivalent, preferred
• 5+ years of relevant work experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• Friendly and warm personality with an ability to connect to employees and customers
• Customer service oriented with the ability to interact with all levels of management
• Background in Call Center environment
• Ability to multitask in a fast-paced team setting in addition to work independently
• Creative skill set with the ability to shift from project to project
• Excellent oral and written communication skills
• Must be detail-oriented and extremely organized with the ability to learn new programs and procedures
• Must be flexible to work extended hours due to business requirements including nights, weekends and holidays

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On Site

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

Education

• Bachelors or better in Marketing
• Bachelors or better in Communications

Skills

• Customer Service
• Microsoft Office(Excel, PPT, Word, Outlook)