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.

 

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