About Grayson Living:
Grayson Living is a premier luxury furniture showroom known for its exquisite furnishings and exceptional customer service. We pride ourselves on delivering a high-end customer experience and are looking for a seasoned Customer Service Manager to lead our customer service team and elevate our service standards.

Key Responsibilities:

• Team Management: Lead and manage a team of Customer Service Representatives (CSRs), fostering a positive and productive work environment.
• Customer Interaction Oversight: Review and assess CSR interactions including phone calls, emails, and chat communications to ensure high-quality service.
• Coaching and Development: Provide ongoing coaching, mentoring, and training to CSRs to improve their performance and professional growth.
• Ticketing System Management: Utilize customer service ticketing platforms like Zendesk to monitor, track, and resolve customer inquiries efficiently.
• E-commerce Proficiency: Leverage knowledge of Shopify or similar e-commerce platforms to assist with customer queries and order management.
• Customer Issue Resolution: Address and resolve escalated customer issues promptly and effectively to ensure customer satisfaction.
• Policy Implementation: Develop and implement customer service policies and procedures to enhance service quality and efficiency.
• Performance Metrics: Analyze customer feedback and service metrics to identify trends and areas for improvement.
• Cross-Department Collaboration: Work closely with other departments to ensure a seamless customer experience and service delivery.

Qualifications:

• Experience: Minimum of 3 years of proven experience as a Customer Service Manager, preferably in a furniture showroom setting.
• E-commerce Knowledge: Proficient in using Shopify or similar e-commerce platforms.
• Ticketing System Expertise: Experience with customer service ticketing systems such as Zendesk.
• Leadership Skills: Strong leadership and team management abilities with a focus on coaching and development.
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Ability to handle challenging customer interactions with professionalism and poise.
• Organizational Skills: Detail-oriented with strong organizational and time-management skills.
• Customer Focus: High level of empathy and a customer-centric approach.

Job Type: Full-time

Pay: $62,700.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 3 years

Shift:

• Day shift

Experience:

• Customer service: 3 years (Required)

Ability to Commute:

• Beverly Hills, CA 90211 (Required)

Ability to Relocate:

• Beverly Hills, CA 90211: Relocate before starting work (Required)

Work Location: In person