Customer Service Manager

JOURNEE COLLECTION

At Journee Collection, we are dedicated to making the search for the perfect shoe effortless, empowering and celebrating women at every step. At the heart of our mission is the creation of footwear that seamlessly blends style and fit, honoring each moment and milestone. We're looking for individuals to join us in this commitment, to design not just shoes, but symbols of support and celebration for every step a woman takes.

Join us as we redefine what it means to find the perfect shoe.

Leadership and Team Management:

· Lead, motivate, and manage the Customer Service team to ensure they provide exceptional service to customers.

· Conduct regular training sessions to improve team skills and knowledge.

· Set clear team goals and KPIs, and monitor team performance.

Customer Experience and Satisfaction:

· Develop and implement strategies to improve Customer Service experience, create engaged customers, and facilitate organic growth.

· Handle complex and escalated Customer Service issues personally.

· Monitor Customer Service processes to ensure a high satisfaction rate.

· Ensure high-quality, responsive communication with customers across various channels (email, phone, social media, live chat).

· Develop and implement strategies to handle crises or emergency situations that may affect customer satisfaction.

Operations Management:

· Oversee the day-to-day operations of the Customer Service department.

· Implement efficient processes and standards.

· Coordinate with other departments to ensure product knowledge and inventory availability for customer inquiries.

Data Analysis and Reporting:

· Analyze Customer Service data and feedback to identify trends, problems, and areas for improvement.

· Prepare detailed reports on Customer Service performance and satisfaction metrics for upper management and suggest improvements.

Technology Utilization:

· Ensure the Customer Service team utilizes current technologies effectively for customer relationship management (CRM), ticketing systems, and other Customer Service platforms.

· Evaluate and implement new technologies to improve Customer Service efficiency and effectiveness.

Qualifications

• Proven experience in a Customer Service management role
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data to drive decision-making.
• Familiarity with Customer Service software and tools.

Diversity & Inclusion Vision Statement

We are committed to creating an inclusive environment that welcomes and values the differences among all our associates, customers, suppliers, and the communities in which we live and conduct business.

We are committed to providing equal opportunities in employment and treating our associates and applicants without discrimination based on their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, or any other legally protected factor.

www.journeecollection.com

Benefits

Get ready to experience a unique work environment where talent is rewarded, and the sky is the limit! Here at KNS International you will discover a culture of creative and business-minded individuals that come together to create a high-functioning work environment that prides itself on providing an optimal work/life balance and abundant opportunity for growth.

• Medical, Dental, and Vision
• Competitive salary and bonus plans
• Generous 401k package with employer matching
• Impact Suites – Mental Health Help
• Paid Time Off
• Paid Holidays
• Gym membership
• Monthly Massages
• Discounted employee purchase program
• Work-life balance and flexibility
• Hybrid work model
• Fully stocked kitchen with snacks and drinks
• Recreation areas for breaks and lunches
• Dog friendly
• KNS Swag

Job Type: Full-time

Salary: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• WFH

Work Location: Remote in Draper, UT 84020

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Location:

• Draper, UT (Required)

Work Location: Remote