Omnichannel Sales Support - Lead

As a world leader in delivering effective weight management solutions, Jenny Craig offers a unique program with one-on-one support for our clients. We are masters in weight management, and we believe in what we do - helping as many people as possible experience all the benefits of getting their weight under control through a change in lifestyle. Jenny Craig provides the highest level of customer service & health promotion in a professional, fast-paced work environment.

We are looking for Omnichannel Sales and Support, Lead to join our Operations team.

Major Responsibilities:

Workforce Management: Manage real time call, chat, social, survey, review, texts, and email queues to maintain service levels such as abandonment rate, average speed of answer, email answer rate. Responsible for monitoring and reporting on daily schedule adherence such as breaks, lunches, overtime, and attendance call outs.

Leadership Activities: Help manage employees including hiring, training, and identifying performance coaching opportunities. Establish a relationship with employees to build healthy communication. Use motivational strategies (e.g., praise, challenges, competitions) to drive metrics by recognizing strong performance. Lead by example by displaying willingness to assist with any task, encouraging a cooperative environment, and providing leadership to employees who express challenges and concerns.

Team Support: Achieve established performance goals which may include call abandonment rate, average speed of answer, email answer rate, labor efficiency, productivity or other measures. Monitor quality of work during and after a call. Model calls, texts, chats, handle escalations, overcome objections per company policy. Ensure team adheres to company standards when interacting with both internal and external customers.

Set and Drive Daily Sales Targets: Execute daily business plans as established by Leadership. Achieve established sales performance goals which may include new starts, premium mix, activity conversion, call abandonment rate, text answer rate, labor efficiency, or other measures. Implement existing and new methods of sales techniques/scripts to improve the standards of performance. Accountable for supporting membership sales, food sales, appointment bookings, and other initiatives to drive the business.

Reporting and Analytical Reviews: Responsible for researching and resolving complex client issues, identifying vendor errors, identifying team improvements, and generating and dispersing daily, weekly, and monthly reporting to the business. Must be able to understand and use data to drive informed decisions.

Recruitment and Onboarding: Support onboarding and recruitment processes such reviewing resumes, phone screenings and interviews. Manage employees' adherence to the organization and department policies, procedures, and practices.

Training: Must effectively demonstrate and train customer support skills, the Recharge CRM system, texting, chats, current offers, and sales/service skills. Own all process documentation and creation of training/help guides. Diagnose frequent call patterns for training and operational opportunities. Lead, participate, and facilitate team meetings. Maintain training records and effective documentation. Shares new ideas and out of the box thinking to acquire new business

Business Operations Support: Manage chargebacks by reviewing and researching each chargeback submitted in the payment system. Dispute chargebacks and correctly document for reporting purposes. Review and process all refunds that are submitted to the Center Refunds box to ensure they are accurate and processed in a timely manner.

Communication: Work collaboratively with other departments and teams to ensure continuity of communication to employees and customers regarding program components, pricing, and company policies. Gather and compile relevant data and reports for each area for presentation to management.

Other: Assist with all other duties as assigned. Responsible for creating and supporting a positive, harassment-free working environment by understanding and complying with the Operations Manual, the Jenny Craig Safety Policy/Manual, and all Human Resources policies, by demonstrating the Company's values, and by being a role model for the Company brand.

Schedule Requirements:

This role requires a flexible work schedule which includes working a variety of shifts; including early mornings, some evenings, weekends, and holidays to support business needs.

Other Responsibilities:

• Must have a functional workspace as this is a work from home position
• Must be able to type 35-40 WPM.
• Must be proficient in multiple computer-based programs and can navigate several programs at one time; including but not limited to Recharge, 8X8, Bold360, Microsoft Office Suite: Outlook, Teams, Word, and excel. Possess the ability to use and access these systems while speaking with clients.

Qualifications and Skills:

• High school diploma or combination of education and experience
• Some college and/or previous sales/customer service experience preferred
• 2 Years customer service call center experience desired
• Excellent oral and written communication skills
• Strong analytical skills
• Ability to work effectively in a fast-paced environment
• Ability to speak effectively with clients and other employees
• Ability to write in English, bilingual a plus
• Ability to work with a computer and telephone as it relates to the business needs within the Call Center
• Ability to utilize a headset and computer terminal and navigate through multiple systems to input and retrieve information
• Ability to be an effective team player and be empathetic

Compensation & Benefits:

• Hourly wage compensation
  • $19-$23/hr
• Generous paid time off
• Paid holidays
• Medical/dental/vision insurance
• Flexible spending account (FSA)
• Company-paid long-term disability, basic AD&D, and basic life insurance
• 401(k) w/match
• Employee Assistance Program (EAP)
• Waived Program enrollment fees & food discounts

Behaviors/Values:

• Driven - Demonstrate a sense of urgency to delivery results. Exhibit resilience in the face of obstacles.
• Customer Centric - Seek to understand our customer and consider the customer first in all decisions. Exhibit a passion for service.
• Collaborative - Build trusting relationships ad work together to achieve successful outcomes. Embrace diversity and inclusion as a driver of learning and innovation.
• Agile - Operate nimbly. Quickly adapt and respond to change. Be solution-oriented when navigating through uncertainty.
• Entrepreneurial - EMPOWER employees with freedom and flexibility within our framework to exercise an ownership mentality, express and test great ideas for growth and continuous improvement. Take calculated risks and accept accountability for outcomes.
• Courageous - Seek and delivery candid feedback. Respectfully challenge ideas in pursuit of the best outcome but commit to the final decision wholeheartedly.