Position: Customer Service Manager

Reports to: Customer Care Manager

Status: Full time, exempt

Pay Rate: $70,000 - $80,000 Annually

****PLEASE ATTACH RESUME FOR CONSIDERATION****

ESSENTIAL FUNCTIONS – include and are not limited to:

Provide world class customer satisfaction handling all inquiries, complaints and questions timely and efficiently via phone, email and live chat. Manage, train and support Customer Support Specialists and Representatives in their respected areas of focus. Communicate with customers in a positive, enthusiastic manner to build rapport and improve overall customer experience. Listening to customer concerns. Resolving issues and complaints promptly. Escalating complex or unresolved complaints to the appropriate departments. Following up with customers to collect feedback and ensure they have no additional issues. Documenting customer feedback for future reference. Consistently practice and participate in suggestive selling, information gathering and have the ability to identify sales opportunities and overcome objections. Persuasively recommend products and services to include but not limited to; price protection programs, service agreements, customer loyalty programs and automatic delivery. Proactively manage customer care staff and navigate any issues/problems that arise. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Develop, implement and evaluate performance metrics and minimum standards. Performing basic data analysis to understand frequently occurring problems, determine their causes and design solutions to prevent them from reoccurring. Adhere to company policies and procedures 100% of the time.

RESPONSIBILITIES – include and are not limited to:

Contributes to the development and maintenance of standards, policies and procedures regarding customer service and regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures. Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers. Works with the organization’s other regional offices to resolve problems, facilitate solutions and enhance customer service offerings. Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel. Notify administration of any required updates of customer records on the organization’s internal database. Provides back-up support to the Customer Support Specialists and Customer Service Representatives. Comply with company dress code 100% of the time. Maintain confidentiality 100% of the time in regards to customer, employee and company information. Effectively communicate with staff on a daily basis Perform work functions within all safety guidelines at all times. Attend job related training and informational seminars as requested. Performs other job-related activities and special projects as assigned.

QUALIFICATIONS AND SKILLS – include and are not limited to:

Bachelor’s degree preferred. Two years of call center management experience is required. Strong user of Microsoft Office suite. Must work well under pressure, be able multi-task, and have excellent interpersonal and communication skills.

Full-Time/Part-TimeFull-Time