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Guest Services Quality & Training Specialist
Tommy Bahama
Federal Way, WA, United States
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LIVE THE ISLAND LIFE
Tommy Bahama is more than just an island inspired brand, it’s a lifestyle! Live the Island Life as an ambassador of our brand, representing the season’s stylish trends. We look for those who are passionate about growth as we offer a variety of rewarding positions, from sales to management. You will play an important role in our store leadership, inspiring your team to work together to achieve our goals, create an environment of aloha fun, while exceeding guest expectations - taking them someplace great. Come join us, share knowledge on latest designs and provide guest with world class service!
SET THE COURSE
The Guest Service Quality and Training Specialist will help support the customer contact center team. This individual is responsible for training and quality monitoring.
BE THE ISLAND GUIDE:
• Works with the Q and T supervisor to ensure quality and training priorities are met. This includes facilitating ongoing quality evaluations and teaching.
• Maintain knowledge of current contact center and all retail and eComm business trends.
• Audit call center phone calls/e-mails and provide timely feedback.
• Help serve as the Learning and Development partner for all Guest Services operational related training.
• Aid in the maintenance of the library of reference materials for GSR’s.
• Consistently review, streamline, and update existing policies and procedures in an effort to promote efficient Guest Services operations. Ensure that our core values find their way into all of these processes.
• Other duties as assigned.
ESSENTIALS FOR LIFE IN PARADISE:
• High School Diploma or its equivalent. May require post-secondary education.
• Generally, 4+ years working in a customer care (contact center) environment.
• Proficient in MS Office.
• Proficient in Salesforce, Hybris and Blue Cherry.
• Familiar with quality monitoring contact center software including InContact and Verint 360.
• Retail experience is a plus.
Mahalo (thank you) for your interest in Tommy Bahama!
Tommy Bahama participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.