What are the responsibilities and job description for the Customer Service Manager position at Sweetheart Ice Cream?

Job Overview :

Sweetheart Ice Cream is seeking a highly motivated and experienced Customer Service Manager to lead and enhance our customer service operations. This role is essential for overseeing the daily activities of the customer service team, ensuring that we deliver exceptional support to our clients and customers. The ideal candidate will have strong leadership skills, a customer-first attitude, and a passion for improving processes and team performance.

Key Responsibilities :

Lead and Supervise : Manage a team of customer service representatives, providing leadership, guidance, and support to ensure optimal performance.
Customer Support Excellence : Oversee the resolution of customer inquiries, complaints, and issues across various communication channels (phone, email, live chat, etc.), ensuring a high level of customer satisfaction.
Process Improvement : Identify and implement process improvements to streamline customer service workflows, enhance team efficiency, and improve the customer experience.
Training and Development : Develop and conduct training sessions for new hires and existing staff, focusing on customer service best practices, product knowledge, and problem-solving techniques.
Performance Monitoring : Track key performance indicators (KPIs) for the team, including response time, customer satisfaction, and issue resolution. Provide feedback and coaching to improve individual and team performance.
Escalation Management : Handle complex or escalated customer issues, ensuring quick resolution and maintaining a positive company reputation.
Collaboration : Work closely with other departments (sales, operations, marketing, etc.) to ensure a seamless customer experience and address customer feedback.
Reporting : Prepare and present regular reports on team performance, customer feedback, and service metrics to senior management.
Customer Insights : Analyze customer feedback and trends to provide actionable insights for improving products and services.

Qualifications :

Bachelor’s degree in Business Administration, Communications, or a related field (preferred).

Minimum of 3 years of experience in customer service, with at least 1-2 years in a leadership or managerial role.

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.

Strong problem-solving skills and the ability to handle high-pressure situations effectively. Spanish a plus but not required.

Proficient in customer service software, advanced experience with Microsoft Office Suite.

Experience with performance management, coaching, and team development.

Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously.

Customer-focused mindset with a passion for delivering exceptional service.

Strong experience working cross-functionally with other departments, vendors and customers

Why Join Sweetheart Ice Cream :

Competitive salary and benefits package.

Opportunities for professional development and career advancement.

A collaborative and inclusive work environment.

The chance to make a meaningful impact on our customer experience and brand reputation.

If you are an experienced customer service professional with a passion for leadership and improving customer experiences, we invite you to apply at Sweetheart Ice Cream today!

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