Client Relations Manager

Description

Dr. Delphinium, Dallas’ premier florist, is seeking a people-first leader who thrives in a fast-paced, high-touch environment in which you will play a critical role in helping us maintain our reputation as a leader in the floral/service industry.  Our work is guided by Connection, Celebration, Ownership, Drive, Integrity, and Creativity — values that shape how we show up for our customers, support one another, and represent our brand every day.

The Client Relations Manager leads and develops a high-performing team dedicated to creating standout client experiences.  From first contact to final delivery, the team drives new business, builds lasting relationships, and turns everyday interactions into loyal, repeat customers.

RESPONSIBILITIES

• Ensure all Client Relations team members have the knowledge, skills and materials to answer customers’ inquiries, request of orders, and/or resolve problems quickly and effectively 
• Implement, review and improve all call center policies, procedures and service standards
• Ensure proper staffing levels are met and maintained within the department (scheduling)
• Proactively handle escalations and turn challenges into loyalty-building moments
• Collaborate with various departments concerning product or service issues 
• Ensure all customer are being serviced correctly and given high priority
• Maintain up to date knowledge of POS 
• Partner with the HR Department to continuously monitor department KPIs, centered around the Client Relations Quality Assurance programming
• Provide coaching and feedback, including formal corrective action to team members
• Conducts annual performance reviews 

Requirements

• 3+ years of proven leadership experience in a call center, retail, hospitality, or client service environment preferred
• Guest service mentality; is sociable and friendly and has a genuine desire to serve the customer 
• Influencing, leading and delegating abilities
• Critical thinking, decision making and problem solving skills 
• Excellent verbal communication and listening skills
• Self-starter who is energetic and flexible
• Detail oriented with strong organizational skills

Maintains a calm, tactful demeanor when dealing with difficult situations

• Prioritizes responsibilities to achieve results
• Identifies additional tasks to be completed and willingly assists others
• Excellent computer skills including MS Word and Excel
• An eye for creativity and design, along with attention to detail