About Us:

Salzman Group is a small business in Rochester, New York, who proudly operatesWhole latte love, the largest and fastest growing ecommerce retailer of high-end luxury brands of home espresso equipment and coffee. We are further diversified within the Salzman Group umbrella corporation as an importer and exclusive distributor of several home and commercial products in the US and Canada. We were recently awarded America's Fastest Growing Online Shops 2022 by Statista and published in Newsweek and also America’s Best Trending Online Shops 2021. Whole Latte Love was founded in Rochester NY and just celebrated our 25th anniversary.

Position Description:

We are looking for a mature, charismatic, enthusiastic, highly-motivated and experienced individual with a firm understanding of integrity, leadership, and personal ownership. You must have excellent verbal, interpersonal, and written communication skills along with the ability to grasp technical and complex concepts and clearly explain them to other team members as well as individuals outside of the organization. Strong problem solving, follow through, and reasoning skills are necessary, along with proficiency in Microsoft Office. Experience with Zendesk is preferred, but not required.

Responsibilities:

• Develop and implement training programs for employees to improve customer service skills and knowledge of Company policies
• Develop strategies to increase customer loyalty and satisfaction levels
• Create and monitor the call center’s schedule based on metrics of past performance and customer needs
• Coordinate employees’ schedules with the other departments (sales and tech) to ensure Company and customer needs are consistently met and quality standards remain high
• Evaluate employee-customer interactions via phone, email, chat and all social media platforms and create trainings to continually improve
• Monitor daily key metrics such as: accuracy, call-hold time, service levels, breaks, ticket flow, etc.
• Stay up-to-date on the latest call center software updates and have the ability to explain and train the updates to the team 
• Maintain control over the phone system: how it works, what prompts the customers are receiving, is it functioning properly, and what can we do to increase customer satisfaction
• Motivate employees daily using inspirational language, coaching, and leadership skills, to cultivate a level of both Company and individual success
• Maximize efficiencies so each customer's experience surpasses any preconceived expectations they held
• Prepare reports and analyze customer service data to ensure resources are properly allocated 
• Plan, facilitate, and lead team meetings and trainings
• Work with executive management to create an action plan to improve customer satisfaction based on feedback from surveys and focus groups
• Hire new associates, promote team members accordingly, and handle disciplinary actions with fairness and practicality

Requirements:

• 3 years of experience in customer service or a related field
• Managerial or supervisory experience required
• An understanding of customer needs and a commitment to delivering a positive customer experience
• Strong leadership skills with the ability to guide and motivate a team
• Analytical skills to understand and measure data, feedback, and metrics

Perks of the position:

• Small-business, E-commerce culture
• Employee discounts on coffee and brewing equipment
• Competitive health and dental insurance plans 
• 401k plan w/Company contribution (after 1 year)
• Vacation time, sick time, and paid holidays
• Fully stocked kitchen in the office for all employees to enjoy
• Company-sponsored DashPass
• Unlimited coffee, cappuccinos, and lattes