CUSTOMER SERVICE MANAGER

SUMMARY
Responsible for overseeing the customer service department and ensuring gloProfessional Brands delivers world class customer service. Supervises agents, trains, coaches, and mentors employees.
PRIMARY RESPONSIBILITIES
  • Investigate customer's problems and find solutions.
  • Communicate with customers via phone, email, fax or letter.
  • Assist with hiring, train, coach and mentor customer service agents to meet gloProfessional's high levels of service standards.
  • Provide scripts to read from during phone calls.
  • Handle concerns that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Ask customers to provide feedback on agents and customer service experience.
  • Keep abreast of new company products and services.
  • Issue refunds to customers.
  • Oversee product exchanges and returns.
  • Analyze data and statistics surrounding the entire department including the customer experience.
  • Compile and print reports on overall customer satisfaction.
  • Isolate, identify and collaborate regarding areas of improvement.
  • Train agents on how to adequately address problem over the phone or how to write correspondence.
  • Work with management on customer service initiatives.

 

Requirements

  • Strong problem solving, communication and analytical skills. Strong project management and organizational skills.
  • Strong customer service leadership experience along with call center experience.
  • Results driven and goal oriented. Highly motivated and able to take initiative; demonstrated ability to work with minimal supervision.
  • Ability to organize, prioritize and multi task.
  • Ability to adapt, thrives and leads through change.
  • Strong team-building skills. Demonstrated expertise in organizing teams.
  • Strong oral and written communication skills, including presentation and facilitation skills.
  • Ability to communicate effectively with employees in other departments of the business.
  • Experience negotiating with and influencing internal and external team members.
  • Very good judgment, willingness to make decisions.
  • Highly reliable to follow through on commitments.

 

APPLY NOW

WE APOLOGIZE FOR ANY INCONVENIENCE

We are currently experiencing technical difficulties on the website. If you would like
to place an order, please email your order to customerorders@gloprofessional.com along
with your phone number and a glo representative will contact you to complete your order.

Thank you for your patience!