FUN FACTS:

  • So far this year, 450 associates have volunteered a total of 2589 hours and completed over 100 projects.
  • Team "Live NB or Die"-comprised of 12 NB associates-placed first in the corporate mixed division at the 2009 Reach the Beach.
  • To reduce the carbon footprint of New Balance footwear product, New Balance has incorporated environmentally preferred materials (EPMs) since 2008.
  • Over 175 associates and their family members and friends participated in the 2009 Boston Race for the Cure.
  • New Balance Lifestyle has developed footwear collections through partnerships with shoe retail giant, Nine West, and snowboarding/outdoor brand, 686, while the Kids team co-branded footwear with Sesame Street and Peanuts.
  • NB's 2009 Lawrence, MA softball team placed first in the City of Lawrence Recreation department league.
  • In 2009, New Balance celebrated the brand's 20-year partnership with Susan G. Komen for the Cure®.
  • Celebrities recently spotted in New Balance products include Ben Affleck, Jennifer Garner, Tom Cruise, Katie Holmes, Chris Pine, Denise Richards and Ringo Starr.

Company Overview 

New Balance began as a Boston-based arch support company in the early 1900's, developed into a specialized shoe manufacturer in the 1970's, and has grown to become a leading global athletic products company. Today New Balance is a family of brands including New Balance, Dunham, PF Flyers, Aravon, Warrior and Brine.

Since the days of selling arch supports to police officers and waiters, New Balance has been a brand concerned with meeting the needs of the everyday athlete. Part of producing superior footwear and athletic apparel is manufacturing it to fit all widths and sizes, because a better fit produces better performance.

To ensure the best fitting, best performing shoes and apparel, we focus on improving our technology and production methods. We have maintained five manufacturing facilities in New England where we continue to rely on the skills and teamwork of our American workforce to produce a percentage of our athletic footwear. We have also remained strongly committed to a core set of company values that include integrity, teamwork and total customer satisfaction.

Account Services Supervisor

Job Description 

New Balance has a history of 100 years of enduring performance and is still running strong today. Part of what makes New Balance so unique is our commitment to making products that not only provide performance, but also superior fit and comfort. The same attention that is placed on our athletic shoes and apparel is also placed on our associates. We seek talented individuals that fit into our team-oriented atmosphere. Additionally, we are proud to have an environment that offers the comfort of a true work/life balance. If you are looking for a NEW BALANCE, read on!

As an Account Services Supervisor, you will supervise the daily management and operations of teams within the Contact Center, ensuring that service levels are met. You will manage staff and make decisions regarding recruitment, performance management, training and development, and employee relations. You will create an incentive program for the Contact Center and support individuals’ career development goals. You will work closely with the Account Services Trainer and Quality Assurance to assess and enhance current processes and programs and implement criteria for phone calls and emails. In this role, you will be responsible for evaluating phone statistics and improving your teams’ performance levels, time management, and service quality. You will assist teams in identifying issues and methods for continuously improving processes. As an integral member of the team, you will act as a liaison between consumers and various areas of the Company.

  • Bachelor's degree in a related field or equivalent experience required. Minimum of 3 years of supervisory experience in a high volume customer service/call center environment.

  • Strong communication and customer service skills.

  • Strong leadership skills required to lead a diverse team.

  • Must be decisive and creative with the ability to solve non-routine issues.

Our products are designed to meet the diverse needs of consumers and our benefits are designed to meet the diverse needs of our associates. We have developed a benefits package that is sure to fit your way of life. Our low-cost medical and dental coverage and onsite wellness program will help you lead a healthy lifestyle. We offer a 401k plan with an employer match, making it possible to save for retirement. Most positions offer a flexible work schedule, work from home options, and a 37.5 hour work week. We provide a generous vacation package and even allow paid time off to volunteer in the community. New Balance encourages its employees to take advantage of our tremendous training and development programs, as well as our tuition reimbursement plan. We are a business casual environment where our employees are encouraged to wear NB product which can be purchased with our significant employee discount. Parking is free at all of our facilities.

We are an Equal Opportunity Employer 


Job Requirements 

  

 


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