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Blue Nile seeks a Director of Customer Service to lead the company’s customer service and fraud prevention efforts. He or she will be responsible for the overall direction and performance of the department. The ideal candidate has experience in customer service and fraud prevention best practices, improving service to Blue Nile patrons, and team leadership.

Duties & Responsibilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to Blue Nile customers.
• Ensure that every Blue Nile customer experiences world-class customer service
• Provide vision and leadership to develop and maintain a high-performance team
  - Recruit and select the best possible candidates
  - Provide the best possible initial training program
  - Continually coach, mentor and develop team members
  - Evaluate Diamond & Jewelry Consultants in order to reward the best and identify the underachievers
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
  - Understand changes in customer needs, behaviors, and tastes
  - Work with other departments to advocate improvements based on customer needs
  - Liaises between customers and manufacturing, order processing and accounting to resolve status, production, delivery and billing inquiries.
  - Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all customer service delivery issues are resolved.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
• Maximize effectiveness of all forms of customer communication: phone calls, emails, and live chats
• Plan to ensure staffing levels are sufficient to handle peak holiday volumes
• Manage and guide team to meet daily goals and drive projects to achieve long-term objectives.
• Develops and continually improves customer service department processes.
• Drive productivity improvements to capture economies of scale as we grow
• Drive budget process, staffing plans, and other financial aspects of customer service

Qualifications

• Passion for customer service
• Excellent leadership skills
• Strong sense of ownership and accountability
• Results orientation
• Excellent verbal and written communication skills
• Solid analytical ability and problem solving skills
• Experience defining, measuring, and continually improving key performance metrics
• 5+ years experience in customer service management
• Knowledge of and/or experience with call center technologies (phone switch, vectors, e-mail applications, workforce management tools, monitoring technology, CRM, CTI, Voice over IP, etc.)
• Bachelors degree required

To be considered for this opportunity:
Please submit resume and cover letter with salary requirements via email to jobs@bluenile.com.

About Blue Nile, Inc.
Blue Nile, Inc. is the leading online retailer of diamonds and fine jewelry. The Company delivers the ultimate customer experience, providing consumers with a superior way to buy engagement rings, wedding rings and fine jewelry. Blue Nile offers in-depth educational materials and unique online tools that place consumers in control of the jewelry shopping process. The Company offers thousands of independently certified diamonds and fine jewelry at prices significantly below traditional retail, with quality standards that are among the highest in the industry. Blue Nile can be found online at www.bluenile.com, www.bluenile.ca and www.bluenile.co.uk. Blue Nile's shares are traded on the Nasdaq Stock Market LLC under the symbol NILE.

• Location: Seattle, WA
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