Service Capability Manager - DFS1171833 in Los Angeles, CA at DFS

Date Posted: 1/12/2020

Job Snapshot

Job Description

Elevate customer service, hospitality, and ensure delivery of quality service meeting expectations of our customers (inclusive of cultural elements per nationality mix) through the use of DFS University curriculum, engaging tools and programs as necessary to achieve excellent service behavior standards for all employees that have a direct impact on customer service (sales associates, Team Leads, Managers, Support Teams- stock handlers, customer service, concierge, LoyalT, etc.)

Key Responsibilities:

• Responsibilities: Customer Service Expert •Develop and Facilitate leadership service training to ensure store leadership are role modeling excellent customer service skills •Responsible for all things customer service (i.e. how to handle customer complaints, how to coach negative service behaviors that result in a low mystery shop or customer complaint, how to answer the phone, greetings, proper salutations, etc.) Training Development •Identify service gaps and develop solutions in partnership with local/global L&D and store leadership (i.e. Product Sales Managers) •Evolve programs by keeping a pulse on best practice innovative techniques, local market needs, and cultural awareness Training Execution •Daily observation and coaching on the floor to ensure application of all training programs with clear tracking and monitoring of established action plans (Apprentice to Master, Beauty School, Watch School, brand and product training etc) •Partner with L&D Manager to lead the Learning Ambassador Program and onboarding activities for new hires •POS training, including execution of promotional transactions •Attend Brand / Product trainings to assist sales associates utilize product knowledge •Facilitate learning to drive understanding and communication on customer loyalty program (Loyal T) and clientele •Develop outcome improvement resources •Assist with ensuring associates understanding and confident communication of in store promotions

Key Requirements:
• Skilled in competency of motivating others
• Understanding learning styles and agility to flex to learning styles
• Drive for results
• Learning Agility
• Detail oriented
• Ability to measure and manage work
• Experience developing training programs •Understanding of trends in service and customer expectation by nationality in the local market
• Knowledge of Selling Psychology and familiarization cultural expectations (i.e. Omotenashi)
• 3 years retail experience
• Passion for customer service
• Ability to lead by example/role model