Customer Service & Contact Center Manager

The Customer Service and Contact Center Experience Manager is responsible for the development, implementation and optimization of customer and business support processes that will ensure best in class customer experience for the brands we represent.

This candidate is first and foremost a motivator & problem solver with in depth knowledge of customer support tools and processes. This is an important hands on leadership position. The Customer Service manager works alongside other team members, demonstrating daily how to provide insanely great customer service.

After customers purchase technical consumer products, our customer service team helps them get more out of their new technology. You enjoy leading and helping others and maintaining customers’ trust in the brands we represent as the skilled expert, troubleshooting and solving problems.

You use problem-solving and people skills to assure customers of swift resolutions to their technical problems. You also educate your team members about products, while independently keeping your own technical know-how up to date. With your customer service brilliance and empathetic nature, your and your team provide advice and support for every caller.

This is the lead position on the Customer Service team and is a hands on position that leads by example. The Customer Service manager is also expected to work alongside other team members, demonstrating daily how to provide insanely great customer service.

The successful candidate will enjoy creating a positive and productive culture that drives resolution of problems with a sense of pride and urgency.

Key Qualifications

• Experience leading/managing a team
• You have an aptitude for acquiring skills in technical repairs and an eagerness to learn.
• You have excellent time management skills and can make decisions quickly.
• Strong people skills and a knack for problem solving.

Description

You provide insightful advice and friendly, hands-on technical support to customers in need. You quickly diagnose product issues, explaining situations with patience and empathy. After determining what is needed, you offer solutions to quickly get users up and running again. You fulfill a high level service commitment with style, speed, and skill. And you earn the trust of customers and coworkers alike as you offer guidance, knowledge, and training.

Requirements

• Associates Degree, Bachelors Degree
• 7 years of customer service experience

Responsibilities

• Manage a small team of customer service reps
• Answer incoming/outgoing customer service calls and respond to online cases
• Provide accurate information about client products and services to the caller and educate callers on how to use client products
• Handle customer calls, despite the degree of difficulty, in a courteous and business-like fashion.
• Data entry on tracking systems for recording call notes, questions, and suggestions
• Basic troubleshooting skills
• Never hesitates to pick up the phone, speak with the client or go the extra mile.
• Ability to maintain composure and customer focus
• Provide excellent quality customer service and other duties as assigned

You Want to Join Because...

• You'll join with a great team and enjoy satisfying work with interesting products
• Large airy room with lots of natural sunlight and plenty of space for social distancing
• All agents work on power height adjustable desks. Sit or stand as you wish!
• Medical benefits, PTO and holiday pay

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Experience:

• Customer Service: 7 years (Required)
• Management: 3 years (Required)

Work Location: In person

Salary : $60,000 - $90,000