Best Buy Customer Care Manager - Geek Squad (Flower Mound, TX) in Flower Mound, Texas
Customer Care Manager - Geek Squad (Flower Mound, TX)
The Geek Squad Customer Care Manager has direct responsibility for creating and managing a positive, end-to-end experience for internal and external customers and clients. Direct and coordinate the daily operations of the Geek Squad Customer Care department supporting Delivery and Installation. Provide leadership and direction to the Geek Squad Customer Care Assistant Managers. This role is responsible for talent selection, development planning, performance management of execution of strategy, and oversight for the development of Geek Squad Leaders and Agents within Geek Squad Customer Care. Actively participate in long and short term planning for the department. Partner with relevant business partners (3PL, Delivery Distribution Center, local field teams and Retail).
Coordinate daily oversight and management of a multi-person, on-site customer service center to ensure timely, safe and cost effective solutions in accordance with all current Standard Operating Platforms.
Utilize people, tools, space, and equipment to meet required levels of service.
Accurate and timely measurement, follow up and reporting on all Delivery and Installation opportunities.
Leverage Key Performance Indicators including Net Promoter Score(s) to measure progress and highlight areas where improvement is needed.
Responsible for talent selection, development, performance management, and engagement at all levels within location.
Accountable for the communication and execution of Company and Geek Squad Strategy at all levels within locations.
Builds effective strategies and utilizes Performance Management processes.
Maintain effective and ongoing partnerships with internal customers/business partners (3PL, Delivery Distribution Center, local field teams, and Retail).
Serve as a liaison to cross functional teams and drive root cause analysis for delivery and install failures and recommended course of action to fix/prevent.
4+ years of Services, Merchant, Retail or related experience
Strong communication skills (written, verbal, presentation and facilitation)
2+ years of supervisory experience
5+ years of Services, Merchant, Retail or related experience
3+ years of retail or call center management experience
3+ years of financial management experience
3+ years of management or leadership experience (e.g., leading a team or project)
Address Line 1:
609 Enterprise Road
Manager with Direct Reports
About Geek Squad
It all began with a few oddly dressed heroes fixing computers. Today, we’re an army of Agents more than 18,000 strong, on a singular mission to rid the world of rogue technology. We’re still oddly dressed, but we’re now oddly dressed and saving the day across the globe. If you’re techno-exceptional, good with people and great at having fun while doing top-quality work, we invite you to join our illustrious ranks.
Best Buy Company and its Family of Brands
Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, and Mexico. We are the 11th largest online retailer in the U.S. and Canada, we have the number one customer loyalty program of its kind and more than 1.6 billion visitors to our websites and stores each year. Our more than 165,000 employees are committed to helping deliver the technology solutions that provide value, enabling access to people, knowledge, ideas and fun – whether online, via mobile device or in our stores.
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Join our team!
While you're busy delivering on our belief of making technology work for our customers, we're working to ensure you are rewarded for your passion, energy and commitment. Our pay for performance philosophy rewards results and offers you opportunities to grow in your career and increase your earning potential.
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If you are ready to make a difference in the lives of our customers and employees, click on the apply button below. The application will take about 15 minutes to complete and if you meet the requirements, you can expect to hear from us within 24-72 hours.
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