Customer Service/Call Center Manager

 

We are a company that changes the lives of athletes young and old. We are currently seeking a highly motivated person to fulfill the Customer Service & Call Center Manager position.

The Customer Service Manager will be responsible for the management and implementation of all customer service processes, policies, and procedures pertaining to all forms of interaction with the customer.  This position will work closely with all other departments to obtain and provide customer service related training and information. The ideal candidate will be a person of original thought that is motivated to create an industry leading and world-class customer service experience.   

 

1.       Answer phones and respond to customer requests.

2.       Answer e-mail communication in response to customer requests.

3.       Place customer orders in computer system.

4.       Provide customers with product and service information.

5.       Advise on product(s) and services.

6.       Identify, research, and resolve customer inquiries not immediately resolved.

7.       Aide in the resolution of billing issues.

8.       Track Key departmental strategic indicators and report progress to management.

9.       Recommend process improvements.

10.   Monitor and resolve any issue addressed through customer surveys.

11.   Create, monitor, and improve operational systems.

12.   Other duties as reasonably assigned. 

 

 

1.       Provide on-the-job training for new employees.

2.       Answer customer inquiries via web applications and third-party systems.

3.       Process orders and prepare for shipments.

4.       Operate and process courier shipping systems.

5.       Monitor customer service representatives’ activities to ensure quality assurance.

 

1.       Basic, reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent.

2.       Computer literate with knowledge of customer service software applications including, but not limited to, PowerPoint, Excel, and Microsoft Word. Duties require professional verbal and written communications.

3.        An aptitude in monitoring and recommending improvements in policies and programs to ensure the successful achievement of departmental and companywide goals.

4.       4+ years of Customer Service experience.

 

Working conditions are normal for an office environment.

Dependent on applicant’s qualifications