TITLE: Customer Support Manager

Position Description

The Customer Support Department works with A.M. Leonard’s customers to place orders and solve a wide variety of customer service and product issues. This role provides guidance to sales, customer service, product support representatives and the department Supervisor to assure our customers receive superior customer service throughout their interaction with the company. The Customer Support Manager holds the ultimate accountability for the successful operation of the department.

Essential Functions

Coordinate and supervise the activities of A.M. Leonard employees engaged in Call Center Sales, Customer Service and Product Support

Creation and enforcement of all Standard Operating Procedures

Provide best practices for using the phone system, processing sales, and resolving a wide variety of customer service and product issues

Drive the attainment of department-wide call volume, call quality, live chat volume, live chat response times and sales goals

Coach representatives to achieve call volume, call quality, and sales goals by monitoring and grading calls

Forecast and manage the call center schedule, including approval of time-off requests

Coach and Counsel staff as needed

Oversee onsite retail store, ensuring successful operation

Oversee and be involved in training of all positions reporting to this role (Supervisor and all levels of representatives)

Manage overflow calls and take orders, as necessary

Respond to all escalation calls, as necessary

Continuously strive to improve department operations and provide suggestions to A.M. Leonard management

Model AM Leonard’s policies, procedures, and philosophies and interpret them to others

Competencies

Communication – Written and Verbal l Customer Focus l Decision Making l Problem Solving & Analysis

Leadership l Team Work l Initiative l Customer Service Skills l Management

Required Education & Experience

High school diploma or equivalent

Proficiency in Microsoft Office Suite

Willingness to establish and maintain cooperative and effective working relationships with others

Ability to quickly learn new computer systems and programs

Previous management experience in a call center, retail mail order operation, retail or other customer service environment

Ability to plan and organize workload to meet schedules and timelines

Preferred Education & Experience

Horticultural

Physical Demands

This position is in an office setting with most work being completed from a desk. Occasional walking will be required throughout the distribution center and to our onsite retail store.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday-Friday, 8:00am to 5:00pm, and rotating Saturdays from 8:00am – 12:00pm with overtime as needed.

Work Environment

This position works in a temperature-controlled office setting, but may require entering a Distribution Center in varying temperature and noise levels. This position is not eligible for a remote-worksite arrangement or flexible hours.

BENEFITS

We offer a high deductible health plan (HDHP), dental, and vision insurance. We contribute $60 per month to enrolled employees’ HSA accounts.

Employees and their dependents who are enrolled in our HDHP also have access to our employee health clinic where they can access healthcare for well and sick visits, immunizations, lab services, and more at no cost. Employees not enrolled in our HDHP can still have access to our employee health clinic for just $20 per paycheck. There are also prescriptions available through this clinic at no cost. Employees can also access quick, convenient, and no-cost healthcare in the comfort of their homes 24/7 through our telemedicine partner.

Employees also receive life insurance and short-term disability at no cost, and they have the option to purchase increased coverage through payroll deductions. We also offer long term disability, various Aflac plans, and a 401k plan with matching.

Employees receive paid time off from day one, including 80 hours of vacation time (prorated based on the start date for the first year) and 40 hours of personal time. After the first full year of employment, eight additional hours of vacation are granted annually.

Employees also enjoy the use of our free onsite gym and product discounts on our wide selection of horticultural tools and equipment.

___________________________________________________________________________

We will not sponsor individuals for employment visas, now or in the future, for this job opening. Relocation assistance is not available for this position, and this position is not open for remote work arrangements.

AM Leonard is an Equal Opportunity Employer for all, including minorities, women, protected veterans, and the disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.