Customer Service Manager

```Duties```

• Identify and implement initiatives that add value to the customer experience
• Maintain a high level of service to customers while having limited resources and staff
• Set goals and milestones for the department and measure them
• Keep current with Customer Service trends and tools in the ecommerce industry
• Review the Customer Service experiences / policies of similar companies and see how we can improve
• Automate manual processes / integrate systems wherever possible
• Develop protocols and communication standards with other departments
• Oversee ongoing product and brand training
• Develop and document Customer Service processes and best practices
• Develop internal metrics to measure call / chat volume, engagement time, peak days/hours, order conversions, returns, shipping damages, vendor scores, interest in products/categories, missed opportunities, commercial inquiries, how did you hear about us?, wait times, customers lost to product availability, lead times, other factors
• Review team calls and chats regularly to monitor performance / find coaching opportunities
• Review / refresh phone / chat greetings, menu options as needed
• Maximize use of the Ring Central and Live Agent platform capabilities
• Develop team strategies for upselling and cross-selling
• Scheduling and Hiring

```Qualifications```
- Proven experience in a Customer Service management role
- Strong knowledge of online retail management, and sales techniques
- Excellent communication and interpersonal skills
- Ability to effectively lead and motivate a team
- Exceptional problem-solving and decision-making abilities
- Strong organizational skills with the ability to prioritize tasks effectively
- Ability to negotiate and resolve conflicts with customers or team members

This is an exciting time to be part of Frontera Furniture! Develop and lead a world-class Customer Service team by providing concierge-level care to our high-end customers.

The ideal candidate will have 7+ years of Customer Service experience with an online retailer, preferably in the furniture and/or luxury segments.

Note: This is a part-time position that could easily grow into a full-time position for the right person.

Job Type: Part-time

Pay: $24.00 - $34.00 per hour

Expected hours: 20 per week

Benefits:

• Employee discount
• Flexible schedule

Experience level:

• 7 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: Remote