Customer Service Manager

As the Customer Service Manager, you will provide high quality, outstanding customer service experience to our customers by developing effective customer service procedures, implementing customer loyalty programs and setting customer satisfaction goals. You will be responsible for managing customer service representatives and monitoring their performance. In this role, you will resolve emergency issues, provide training for new employees and handle service issues beyond agent capability, all the while meeting all customer and company expectations.

Job Duties:

  • Train new customer service agents
  • Research strategies to further improve the customer experience
  • Distribute Representative work
  • Document Customer Service discussions and actions
  • Provide goals and encouragement to achieve goals
  • Set and maintain all customer service procedures and policies
  • Address returns, refunds, credits and shipping tracking numbers
  • Record, organize, and file customer interactions and profile/account changes
  • Provide resources for quality customer service
  • Implement customer service strategies to improve quality of service
  • Address and resolve team and customer conflicts
  • Anticipate and resolve customer service issues
  • Maintain a professional workspace and workflow
  • Evaluate agent and representative performance

Skills & Qualifications

  • Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Encouraging to team and staff; able to mentor and lead
  • Eager to expand the company with new sales, clients, and territories
  • Able to analyze data and sales statistics and translate results into better solutions
  • Self-motivated and self-directed
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Focused on customer service
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise
  • Able to concentrate on multiple problems at once

Required Experience

  • 2 years Customer Service Management experience
  • Excellent verbal and written communication skills over the phone, email, social media
  • Excellent time management and prioritization skills
  • Proficient with working on a Mac Computer and programs including Microsoft office: outlook, excel, word, Google docs, sheets, etc.
  • Ability to stay calm under pressure
  • High School Diploma or Equivalent
  • Bachelor’s degree in business administration, business or related field preferred

40 hours / week Monday – Friday 8-4:30 

Benefits:

Full Medical, Dental, vision
Paid Vacation
PTO/Sick Leave
Paid Holidays
401K w/ Profit Share
A great work culture!
Employee Discounts
Plus, many additional employee perks


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