Support Center - Irving

The Michaels Expert Maker is responsible for ensuring the timely process through which customer problems are resolved including problem recognition, analysis, research, resolution/ escalation, and follow up. In addition, Michaels Expert Makers provides guidance, training and sets priorities for Great Experience Makers.

Also responsible for setting standards, recommending policies, and holding team members accountable. He/ She is responsible for interacting with the business to support and maintain the customer relationship and provide reporting to business partners.

Major Activities

Management and Leadership of the Team:

• Leads a small team of agents daily, providing guidance and oversight.
• Acts as a third escalation point for major customer issues with a focus on de-escalation through emotional intelligence, empathy, and active listening. Seeks creative solutions, when needed, and ensures customer concern is fully resolved.
• Uses policies as guide rails, not absolutes.
• Provides additional coaching and training on resolution steps for agents who were unable to resolve customer issues.
• Provides leadership, motivation, creative solutions, and coaching to team members
• Recommends goals and objectives for the department, as well as procedures to standardize operations; reviews work to ensure compliance and assist in resolving day-to-day issues.
• Liaison between the agents and the store/ district manager for resolving issues.
• Partners with the store/ district manager to resolve outstanding customer issues.
• Provides coaching and policy reference to the field team when there is a lack of clarity on resolution steps.
• Drives continuous improvement by examining processes and making recommendations for improvement that result in improved accuracy and service levels.
• Manages escalated situations from a variety of business partners, including the CEO’s office, PR, Legal and field partners.
  

Call Center Queue Management, administrative and tracking:

• Completes daily contact center game plan, including queue and channel assignments.
• Actively monitors the queue to ensure that SLAs are met, flexing agents between queues when needed.
• Assigns agent placement by the queue to ensure that coverage is available at the appropriate times.
• Partners with third party team on evenings & weekends to answer questions & maintain queue coverage & to advise on flexing for Tier 1 agents.
  

Training of the team:

• Supports new hire training and ongoing training for all associates.
• Suggests updates for the training on an ongoing basis.
• Serves as the Subject Matter Expert on assigned line of business, including assisting with training.
• Assists with on-the-job training once new hires graduate from in class training, including side-by-sides.
• Partners with Supervisors & Agents to keep an eye on open & response received cases & provide coaching & guidance on how to resolve open issues.
• Provides in-the-moment coaching to agents & assist with finding an appropriate resolution for our customers.

Other duties as assigned

Minimum Knowledge/Skills/Abilities

Minimum Education

• High School Diploma

Minimum Special Certifications or Technical Skills

• Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint), Windows

Minimum Type of Experience the Job Requires

• Three (3) plus years' work in a customer-centric environment; one (1) year of supervisory experience

Other

• Exceptional customer service, listening, problem solving, and people skills
• Strong verbal and written communication skills
• The ability to diagnose, troubleshoot, and resolve (and follow up) issues in a fast-paced, dynamic environment
• Demonstrates outstanding leadership and people skills
• Analytical skills and ability to generate performance reports
• Must be open/ able to work all shifts, including evenings, weekends, and some holidays

Preferred Knowledge/Skills/Abilities

Preferred Education

• College degree or equivalent work experience. Business or related field of study.

Preferred Special Certifications or Technical Skills

• Bilingual in French or Spanish is a plus

Preferred Type of Experience the Job Requires

• Call center management experience preferred

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

EEOC Know Your Rights Poster in English

EEOC Know Your Rights Poster in Spanish

EEOC Poster Optimized for Screen Readers

Federal FMLA Poster

Federal EPPAC Poster