Customer Service Manager

Customer Service Manager Responsibilities:

• Must possess a love for customer service and the truly care about people/customers
• Must possess a genuine desire to help people/customers
• Customer resolution skills to build brand loyalty with customers
• Strong aptitude to learn technical product information and be able to teach it to the team you manage
• Experience in training customer service agents on product knowledge and solution oriented problem solving skills.
• Ability to take complex issues and simplify them to others
• Ability and Experience developing a training system for customer service agents that includes assessment to identify the problem and then a solution
• Ability to receive escalated calls from frustrated customers and be able to turn the call around to be positive for the customer and the company
• Attend weekly management meetings to bring up issues and receive resolution.
• Strong ability to learn product knowledge when products are technical and complex
• Needs to possess an ability to receive multi-faceted information, figure out what the most important details are and come to a solution. (multi-dimensional thinker) (excellent problem solver)
• Able to keep customer service agents motivated when tough calls come in to them.
• Ability to develop advanced training programs to improve reviews for customer service agents performance
• Ability to work well with upper management
• Ability to work with all types of individuals
• Ability to create reports for upper management on the success of the department
• Ability to create reports for upper management on the areas that need improvement within the department
• Focus on goal-oriented process improvement

Experience Required

• 3-5 years customer service manager

Experience That is Helpful but Not Required:

• Medical Knowledge
• Understanding of Science, Chemistry
• Medical background
• Spanish

Software Used:

• ZenDesk
• Microsoft Office
• Microsoft Teams
• Infusionsoft/Keap (as we transition away from it)

Benefits: (start after 60 days)

• Medical Insurance paid 100%
• Vision/Dental paid 50%
• 10 Vacation days
• Flexible PTO
• Profit sharing program
• Bonus structure available