Hire, train and onboard new Call Center Agents as required to meet quotas
Provide coaching and assistance to call center agents on an ongoing basis
Process weekly sales leads reports for submission to management
Oversee and ensure conflict resolution between associates and customers and act as point of escalation for customer compalints.
Monitor and maintain customer service inbox on email and voicemail, handle all customer concerns or complaints.
Ensure that all employees follow the company’s best practices for call center management and operations
Maintain and update monthly reports including commission plans for associates
Responsible for Cookies by Design data touch points with UPS, PayPal, Listen 360 and credit card credit processing
Responsible for marketing CBD products and services from corporate office and call center to external locations as and when required.
In 1983, Gwen Willhite suddenly found herself an unemployed, single mother. With time to think, this creative and motivated woman combined two traditional gifts ~flowers and sweets~ and turned them into one deliciously clever concept, the cookie bouquet. Her edible bouquets of custom-shaped and hand-decorated sugar and cinnamon brown sugar cookies on sticks were cleverly arranged in baskets as tasteful gifts for any occasion.
Gift-givers quickly embraced the new idea, and Gwen's budding enterprise soon outgrew her own home kitchen.
The newly successful entrepreneur moved to a location in nearby, Tulsa, Oklahoma. Then in 1986 when things really picked up, Gwen moved her business to Dallas, Texas.
After the Dallas business was established, Gwen turned her attention to the numerous requests from others wishing to start their own Cookie Bouquet franchise. The first franchised Cookie Bouquet location opened in 1987 and the momentum has been growing ever since. To better reflect all of the creative, unique and customized products sold, Cookie Bouquet locations changed their names to "Cookies by Design" in 2004. Now, 30 years later, approximately 100 Cookies by Design locations are operating across the United States.
Our Cookies by Design locations service all your cookie needs, from Father's Day Gift Baskets to birthday gift baskets, we can accommodate all holiday and special occasion gift needs!
Role: Customer Service Manager
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