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Guest Service Quality and Training Specialist
Tommy Bahama
Federal Way, WA, United States
Job Details - this job has expired, please see similar jobs below
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
• Works with the Quality and Training 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.
BE THE ISLAND GUIDE
• Works in a senior level support role where the incumbent has developed specialized expertise in various work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience
• Anticipates patterns and links; looks beyond the immediate problem to the wider implications
• Generates new and innovative solutions to complex problems
• May serve as a resource to others in the resolution of problems and issues
• Relies on experience and judgment to plan and accomplish tasks and goals
• Works autonomously within established procedures, processes and practices
• Assists in training and quality monitoring based on company strategies and culture.
• Collaborates with the Guest Services Director and team on company initiatives impacting the department.
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.
• Strong service aptitude.
• Passion for Tommy Bahama and our core values
• Ability to manage multiple projects and consistently meet deadlines.
• Ability to work independently as well as part of a team.
• Successfully assist in new technology implementations including programs, systems, and procedures.
• Strong knowledge of computer systems and process development.
• Strong communication skills, oral and written.
• Ability to collaborate with business partners to plan training.
• Proficient at facilitating meetings for large or small groups.
• Ability to work on multiple projects simultaneously and adapt to change.
• Exceptional organizational skills.
• Presents oneself as a professional role model.
• Ability to work independently and meet tight deadlines always communicating progress with the appropriate partners.
• Positive and enthusiastic attitude.
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.