Scheduling Coordinator, Customer Service

Blue Nile is the largest online retailer of certified diamonds, engagement rings and fine jewelry. Our standards are amongst the highest of all jewelers. We provide a superior customer experience, extraordinary value and industry leading product quality and style. We obsess about our customers and are passionate about providing each customer with an amazing experience.

We embrace a culture of adaptability. Our team is nimble, innovative and resourceful and makes an impact on both the business and each individual customer’s personal experience. We value hard-work, flexibility and curiosity and collaborate to creatively solve problems, constantly improve and implement meaningful changes. Our team celebrates achievements and is inspired by success.

Job Summary:

Blue Nile is looking for a passionate and talented Scheduling Coordinator who will support our Customer Service teams. Candidates must thrive in a fast-paced, metric-driven environment. This position manages schedule performance to meet department metrics. This position also supports the team by being a resource regarding Blue Nile products, practices, selling techniques, and policies and procedures. Ideal candidates will possess the ability to empower, motivate, and inspire each team member to provide world class customer service and maximize sales.  

Responsibilities:

• Creates schedules for Seattle, Dublin, and Shanghai customer service centers.
• Communicates and distributes schedules.
• Manages the shift bidding process.
• Acts as the point of contact for schedule changes and ensures appropriate levels of coverage.
• Monitors the traffic volumes of each queue and adjusts coverage as needed to ensure optimal service levels and labor cost metrics.
• Manages traffic control of the contact center during core hours, including ensuring lunches/breaks are taken on time, approving busy offline time, authorizing outbound call times, and more
• Identifies areas of improvement and offers innovative solutions for efficiency in scheduling, service levels, and labor costs.
• Displays good judgment, accountability, and flexibility.

Qualifications: (Knowledge, Skills, Abilities, Experience, and Education)

• 2+ years’ call center or scheduling experience.
• Strong verbal and written communication skills.
• Demonstrated analytical and problem solving skills.
• Intermediate to advanced Microsoft Office user.
• Ability to handle confidential matters with discretion.
• Ability to communicate information and concepts in a user friendly manner to different skill levels and personalities.
• Exceptional organization and time-management skills.
• Detail oriented with ability to follow-through on projects, meet deadlines, and handle multiple tasks simultaneously.
• Proven ability to “think on your feet” and take appropriate actions.
• Ability to build meaningful partnerships and communicate effectively with other departments.
• High degree of professionalism, integrity, objectivity, and customer service focus.
• Ability to work flexible work hours, including weekends and holidays.

Four year degree desired.

What we Offer:

• Medical, Dental, and Vision Healthcare Coverage
• 401(k) with Company Match
• Paid Vacation
• Competitive Salaries
• Transportation Allowance
• Employee Discount
• Employee Referral Bonus
• Fitness Center Discount        

Competencies:                 

      Core: Customer focus, leadership, accountability, adaptability, decision making, ethics and integrity, functional/technical skills, resourcefulness, results orientation, and teamwork. 

Blue Nile is looking for a Technical Support Specialist Contractor to join our Helpdesk team for the next 4 months. This team supports our 400+ machine desktop, mobile, warehouse and call center computing environments in Kent, Seattle and a handful of locations across the globe. We utilize popular computing platforms including Windows, Linux, and Macs.