Customer Service/Call Center Manager
The Customer Service Manager will be a great troubleshooter with the ability to pinpoint areas of inefficiency and provide continuous improvements. This role will focus on customer service strategy, planning, development, execution, and analysis.
The Role:
- Manage, develop and grow customer service team (team of 5+)
- Implement KPI’s across productivity, quality, and customer-service benchmarks
- Manage the team to ensure all CS Reps are responding promptly to phone calls, emails, and live chat
- Identify and then manage the implementation of solutions for process improvements
- Create a process for team audits to ensure customer service excellence & standards are met
- Provide accurate reporting on customer service team for senior management
- Identify customer service issues & trends via data from internal departments
- Manage escalated issues that requires a higher caliber skill set
- Supervise all review/rating/reputation platforms to ensure all service issues are resolved
- Fraud Management - monitoring daily sales for fraud and then addressing post-fraud transactions
- Assist in planning and budgeting for the Department
- Provide world-class service experience to customers, and creating relationships among customers and CS team members to increase customer loyalty
- Resolve all customer service problems including working with other departments to find resolutions to customer’s issues.
- Monitor all customer service ticketing systems to ensure everything is being handled properly and on time.
- Manage the process for order returns, cancellations, and refunds
- Manage FAQ and Canned Responses to ensure efficiency is created around common customer questions
Minimum Qualifications:
- 3-5 years of providing excellent Customer Service in a call center environment
- 3-5 years of experience working in a customer service management role
- 2+ years in the eCommerce industry
- Strong troubleshooting and multi-tasking skills
- Excellent verbal and written communication skills
- Strong Microsoft Word & Excel knowledge
- Experience working with online live chat systems
- Experience with managing online ticketing systems
- Experience working with Teamwork CHQ or Magento a plus