Customer Service Mgr

As a Customer Service Manager at The Michaels Companies, your main responsibilities include managing front-end operations, ensuring adherence to standard operating procedures, leading the omnichannel processes, planning in-store events, and coaching your customer experience team to excel in their roles. You will also be involved in inventory management and cash reconciliation.

To be considered for the Customer Service Manager position at The Michaels Companies, candidates should ideally have retail management experience. Strong leadership skills, excellent customer service abilities, and effective communication skills are essential. The ability to manage store operations and team performance effectively is also crucial in this role.

The Michaels Companies supports its Customer Service Managers through comprehensive training programs, a focus on talent development, and by fostering a positive work environment. The company also provides robust benefits, including health insurance, paid time off, and generous employee discounts, enabling managers to focus on their team and customers.

A typical day for a Customer Service Manager at The Michaels Companies includes overseeing front-end operations, engaging with customers, managing inventory processes, and executing team training. You will lead team meetings, address customer inquiries, and ensure compliance with store policies, creating a vibrant and organized shopping experience.

Customer service is pivotal for the Customer Service Manager at The Michaels Companies as it directly impacts customer satisfaction, loyalty, and store reputation. By leading a customer-centric team and fostering a positive environment, you help to create memorable shopping experiences that align with the company's mission of fueling creativity.

To handle a customer complaint effectively, I would first listen attentively to the customer's concerns, demonstrating empathy and understanding. I would then take responsibility and work quickly to find a resolution, whether it involves offering a refund or replacement. Following up to ensure satisfaction would also be key.

My management style focuses on collaboration and open communication. I believe in empowering team members by delegating responsibilities and encouraging feedback, which fosters a supportive environment where everyone feels valued and motivated to perform at their best.

To improve customer service, I would introduce regular training sessions to ensure all team members are aligned with service standards. Additionally, I would encourage staff to engage in customer interactions actively and gather feedback, which can guide further enhancements in service delivery.

During peak shopping times, I keep my team motivated by maintaining open lines of communication, acknowledging their hard work, and celebrating small wins. I would also ensure that everyone is well-rounded in their roles, so tasks are shared evenly, helping to manage stress effectively.

I have extensive experience in managing inventory processes, including overseeing stock levels, coordinating inventory checks, and implementing inventory management systems. I focus on accuracy and efficiency, ensuring that the store has the right products available for customers when they need them.

I ensure adherence to company policies by role-modeling the expected behaviors and conducting regular training sessions. Clear communication and setting expectations upfront, combined with positive reinforcement for compliance, are crucial for maintaining high standards in the team.

In my previous role, I recognized that our checkout process could be streamlined by introducing a new point-of-sale system. I researched options and organized training for the team, which ultimately reduced checkout times and improved customer satisfaction.

In the event of a staffing shortage, I would first assess the immediate needs of the store and prioritize key roles to fill. I'd communicate with team members, adjust schedules where possible, and implement temporary solutions, such as cross-training staff to ensure operations run smoothly.

I build strong relationships with my team by investing time in getting to know them, showing genuine interest in their individual goals, and providing support for their professional growth. Regular one-on-one meetings to discuss performance and aspirations reinforce our connection.

I want to work at The Michaels Companies because I am passionate about creativity and the impact it has on individuals and communities. The company's commitment to fostering creativity aligns with my personal values, and I believe my customer service skills can contribute to its mission.