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Call Center Supervisor - Final Hire
TX - Addison
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Opportunity Snapshot
Do you know what it takes to create an outstanding customer service operation? Here is your chance to help a great company build a great new call center from the ground up!
Arbonne International is relocating its North American contact center to Addison, Texas. This is an exciting move for our company and a symbol of our commitment to the future of the organization. Although we are well established in the industry and maintain over 26 years of experience, we remain on an aggressive growth path and are dedicated to investing in the facilities and people that will ensure our success for many years to come.
We see this as a tremendous opportunity for the right person: You will work side-by-side with our Senior Management team to establish the new call center and your input will be instrumental in helping us develop the policies, procedures, and ongoing strategy that will ultimately determine its success. You'll also play a lead role in assimilating our winning culture and instilling a "can do" and customer focused attitude in every employee, thus creating a highly effective and efficient work environment that is characterized by Commitment, Accountability, Respect, and Excellence.
Your Rewards
Ground floor impact -- this new contact center gives us the opportunity to take our support services to the next level. While we'll bring the best of Arbonne's processes and procedures with us, you will be able to put your personal stamp on the new center as you grow your staff, establish a robust culture, and build out structures and best practices.
High visibility -- Arbonne is strongly committed to supporting our Independent Consultants in achieving success and you'll play a key role in delivering on this high profile commitment. The Dallas area is a strong focus for the company; we recently opened a data center here and we are considering other Dallas-based initiatives.
Career development -- this role will provide you with challenges and opportunities for years to come; for example, our future plans include setting up a technical support team and internal I.T. Help Desk within the center.
Great work environment -- you know that's true because you'll help shape it! Arbonne promotes an upbeat, success oriented culture with a strong sense of family and teamwork. Working for Arbonne is a truly unique experience -- there's no other company quite like it. You'll find the stress level lower here than at the typical contact center.
Excellent compensation -- our company consistently looks for ways to reward employees. Arbonne associates enjoy an excellent benefits program, including medical, dental, vision, and life insurance; a 401(k) plan; a generous employee product discount; and more.
Our Requirements
2+ years supervisory call/contact center experience for a $600MM+ consumer products company
Solid proficiency in all applicable computer software, which will include Word, Excel, Outlook, and ACD reporting
Strong leadership, team building skills and mentoring ability
Outstanding customer service, interpersonal skills, and verbal and written communication skills
Preferred, but not required:
Bachelor's Degree
Fluency in Spanish
The Right Move at the Right Time
We're moving our Contact Center from Irvine, CA to Addison, TX, to ensure we provide the highest quality support to our Independent Consultants and lay a foundation for our ongoing growth. The decision was largely driven by technology considerations: the new center offers state of the art systems and it will be near our growing IT presence in the Dallas area. Our goal is to staff the center entirely with Arbonne employees, although we may use some temporary staffing to start. The staff will total more than 120 once we're up to speed, with the ability to grow as necessary.
You'll find a very different culture at Arbonne, as our business model is molded around our Consultants -- ours is a relationship business in the true sense of the term. Running a home-based business allows Consultants to be their own boss, spend more time with family and other life interests, and share quality products with their clients.
Joining Arbonne also connects them to a robust support infrastructure, and the Contact Center is the hub of that infrastructure. Customer Service Representatives (CSRs) will field inbound calls and emails regarding a wide variety of issues, including:
Answering questions about our products, such as ingredients and their use.
Providing technical support in navigating Arbonne.com.
Signing up new Consultants and walking them through various processes.
Handling exchanges, returns, and other issues.
Responding to questions about becoming a Consultant.
Clarifying rules and regulations of the sales plan.
Taking orders.
And more.
The people who call are passionate; this is not only their livelihood, but it often is a way they are making their lives better. CSRs may talk to the same people on multiple occasions, particularly those who are actively engaged in growing their business. Your mission will be to help create an environment in which CSRs provide top quality support and, in the process, let the Consultants know they are appreciated.
More About Your Role
Working closely with the management team in Addison as well as our corporate office in Irvine, California, you will need to quickly absorb a great deal of information surrounding our history, products, systems and processes so that you can immediately put these into action as we hire on the team you will oversee.
This team will include two Customer Service Team Leaders and approximately 25 Customer Service Representatives, and you'll be responsible for getting this new group up to speed and functioning smoothly, even while you yourself are still settling into this position.
You will also play a key role in assimilating our organizational culture -- which is built upon open communication, team cooperation, and a strong commitment to our Independent Sales Consultant in the field -- in this new location. You'll find that while we do assist customers with questions about our products and services, only around 3-4% of our product orders actually come through this center. Instead, we largely operate as a support center for existing and potential Sales Consultants located throughout North America. As such, you and your team will spend a lot of time building relationships with these Consultants and ensuring their happiness and success with our business model, while also assisting them with company- and process-related inquiries, technical difficulties, and any additional support they may require.
Keys to Success
Perhaps the most important "key to your success" is the degree to which you can build a friendly and rewarding environment for our employees -- a place where people take pride in their work and the company they work for, and develop the skills they need to excel -- which in turn will result in quality support for our Consultants.
Building such an environment won't happen overnight, but you'll leverage your previous call center experience to understand where we need to go and how your team fits into that equation, to establish the appropriate processes and metrics, and to minimize any issues that arise.
You'll also show that you are capable of looking beyond these immediate requirements and seeing where we need to go in the medium to long term, along with what we need to do to get there. You'll share your strategic vision, train and grow our staff to achieve this next level, keep them motivated and challenged, hold them accountable and recognize them for the progress they achieve.
"Key" skills and competencies you'll need to be successful in these initiatives will include:
Analytical thinking -- this means analyzing and interpreting statistical data, focusing on details, relating various pieces of information together, identifying trends, and understanding the reasons behind problems as well as successes.
Relationship building -- you will effectively interact with team members with diverse backgrounds and temperaments, demonstrate a genuine interest in team members, maintain open lines of communication with team members, and be an advocate for team members.
Coaching -- as a hands-on coach, you will identify performance problems and their solutions, communicate positive as well as negative feedback, adapt a coaching style depending on the situation, provide feedback that is specific and constructive, and encourage all team members in incremental performance improvement.
Leadership -- you will strive to remain calm in all situations, provide constructive feedback, and inspire teamwork and respect.
Decisiveness -- being a good leader also means being decisive and strongly communicating expectations, quickly responding to situations, justifying decisions when challenged, and following through on decisions.
Problem solving -- you'll need to be a great problem solver and take a hands-on approach to tackling a variety of situations and individual needs.
If this sounds like the right mix of challenge and opportunity, and you meet the required qualifications, we look forward to hearing from you.
Who We Are
Arbonne premium skin care products are formulated in Switzerland at the Arbonne Institute of Research and Development (AIRD) and made in the U.S.A. Arbonne markets its products exclusively through a network of Independent Consultants. The Company has more than 1,000,000 Independent Consultants doing business in the United States and Canada.
The wonderful thing about Arbonne is that it's not just about great products, it's also about great people. The Arbonne family is made up of thousands of individuals working to make their professional aspirations a reality.
For more information please visit www.arbonne.com. Clicking on this link will open a new browser window, but be sure to come back to submit your resume! No phone calls please.
Opportunity Snapshot
Do you know what it takes to create an outstanding customer service operation? Here is your chance to help a great company build a great new call center from the ground up!
Arbonne International is relocating its North American contact center to Addison, Texas. This is an exciting move for our company and a symbol of our commitment to the future of the organization. Although we are well established in the industry and maintain over 26 years of experience, we remain on an aggressive growth path and are dedicated to investing in the facilities and people that will ensure our success for many years to come.
We see this as a tremendous opportunity for the right person: You will work side-by-side with our Senior Management team to establish the new call center and your input will be instrumental in helping us develop the policies, procedures, and ongoing strategy that will ultimately determine its success. You'll also play a lead role in assimilating our winning culture and instilling a "can do" and customer focused attitude in every employee, thus creating a highly effective and efficient work environment that is characterized by Commitment, Accountability, Respect, and Excellence.
Your Rewards
Ground floor impact -- this new contact center gives us the opportunity to take our support services to the next level. While we'll bring the best of Arbonne's processes and procedures with us, you will be able to put your personal stamp on the new center as you grow your staff, establish a robust culture, and build out structures and best practices.
High visibility -- Arbonne is strongly committed to supporting our Independent Consultants in achieving success and you'll play a key role in delivering on this high profile commitment. The Dallas area is a strong focus for the company; we recently opened a data center here and we are considering other Dallas-based initiatives.
Career development -- this role will provide you with challenges and opportunities for years to come; for example, our future plans include setting up a technical support team and internal I.T. Help Desk within the center.
Great work environment -- you know that's true because you'll help shape it! Arbonne promotes an upbeat, success oriented culture with a strong sense of family and teamwork. Working for Arbonne is a truly unique experience -- there's no other company quite like it. You'll find the stress level lower here than at the typical contact center.
Excellent compensation -- our company consistently looks for ways to reward employees. Arbonne associates enjoy an excellent benefits program, including medical, dental, vision, and life insurance; a 401(k) plan; a generous employee product discount; and more.
Our Requirements
2+ years supervisory call/contact center experience for a $600MM+ consumer products company
Solid proficiency in all applicable computer software, which will include Word, Excel, Outlook, and ACD reporting
Strong leadership, team building skills and mentoring ability
Outstanding customer service, interpersonal skills, and verbal and written communication skills
Preferred, but not required:
Bachelor's Degree
Fluency in Spanish
The Right Move at the Right Time
We're moving our Contact Center from Irvine, CA to Addison, TX, to ensure we provide the highest quality support to our Independent Consultants and lay a foundation for our ongoing growth. The decision was largely driven by technology considerations: the new center offers state of the art systems and it will be near our growing IT presence in the Dallas area. Our goal is to staff the center entirely with Arbonne employees, although we may use some temporary staffing to start. The staff will total more than 120 once we're up to speed, with the ability to grow as necessary.
You'll find a very different culture at Arbonne, as our business model is molded around our Consultants -- ours is a relationship business in the true sense of the term. Running a home-based business allows Consultants to be their own boss, spend more time with family and other life interests, and share quality products with their clients.
Joining Arbonne also connects them to a robust support infrastructure, and the Contact Center is the hub of that infrastructure. Customer Service Representatives (CSRs) will field inbound calls and emails regarding a wide variety of issues, including:
Answering questions about our products, such as ingredients and their use.
Providing technical support in navigating Arbonne.com.
Signing up new Consultants and walking them through various processes.
Handling exchanges, returns, and other issues.
Responding to questions about becoming a Consultant.
Clarifying rules and regulations of the sales plan.
Taking orders.
And more.
The people who call are passionate; this is not only their livelihood, but it often is a way they are making their lives better. CSRs may talk to the same people on multiple occasions, particularly those who are actively engaged in growing their business. Your mission will be to help create an environment in which CSRs provide top quality support and, in the process, let the Consultants know they are appreciated.
More About Your Role
Working closely with the management team in Addison as well as our corporate office in Irvine, California, you will need to quickly absorb a great deal of information surrounding our history, products, systems and processes so that you can immediately put these into action as we hire on the team you will oversee.
This team will include two Customer Service Team Leaders and approximately 25 Customer Service Representatives, and you'll be responsible for getting this new group up to speed and functioning smoothly, even while you yourself are still settling into this position.
You will also play a key role in assimilating our organizational culture -- which is built upon open communication, team cooperation, and a strong commitment to our Independent Sales Consultant in the field -- in this new location. You'll find that while we do assist customers with questions about our products and services, only around 3-4% of our product orders actually come through this center. Instead, we largely operate as a support center for existing and potential Sales Consultants located throughout North America. As such, you and your team will spend a lot of time building relationships with these Consultants and ensuring their happiness and success with our business model, while also assisting them with company- and process-related inquiries, technical difficulties, and any additional support they may require.
Keys to Success
Perhaps the most important "key to your success" is the degree to which you can build a friendly and rewarding environment for our employees -- a place where people take pride in their work and the company they work for, and develop the skills they need to excel -- which in turn will result in quality support for our Consultants.
Building such an environment won't happen overnight, but you'll leverage your previous call center experience to understand where we need to go and how your team fits into that equation, to establish the appropriate processes and metrics, and to minimize any issues that arise.
You'll also show that you are capable of looking beyond these immediate requirements and seeing where we need to go in the medium to long term, along with what we need to do to get there. You'll share your strategic vision, train and grow our staff to achieve this next level, keep them motivated and challenged, hold them accountable and recognize them for the progress they achieve.
"Key" skills and competencies you'll need to be successful in these initiatives will include:
Analytical thinking -- this means analyzing and interpreting statistical data, focusing on details, relating various pieces of information together, identifying trends, and understanding the reasons behind problems as well as successes.
Relationship building -- you will effectively interact with team members with diverse backgrounds and temperaments, demonstrate a genuine interest in team members, maintain open lines of communication with team members, and be an advocate for team members.
Coaching -- as a hands-on coach, you will identify performance problems and their solutions, communicate positive as well as negative feedback, adapt a coaching style depending on the situation, provide feedback that is specific and constructive, and encourage all team members in incremental performance improvement.
Leadership -- you will strive to remain calm in all situations, provide constructive feedback, and inspire teamwork and respect.
Decisiveness -- being a good leader also means being decisive and strongly communicating expectations, quickly responding to situations, justifying decisions when challenged, and following through on decisions.
Problem solving -- you'll need to be a great problem solver and take a hands-on approach to tackling a variety of situations and individual needs.
If this sounds like the right mix of challenge and opportunity, and you meet the required qualifications, we look forward to hearing from you.
Who We Are
Arbonne premium skin care products are formulated in Switzerland at the Arbonne Institute of Research and Development (AIRD) and made in the U.S.A. Arbonne markets its products exclusively through a network of Independent Consultants. The Company has more than 1,000,000 Independent Consultants doing business in the United States and Canada.
The wonderful thing about Arbonne is that it's not just about great products, it's also about great people. The Arbonne family is made up of thousands of individuals working to make their professional aspirations a reality.
For more information please visit www.arbonne.com. Clicking on this link will open a new browser window, but be sure to come back to submit your resume! No phone calls please.
Arbonne International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
