Assistant Manager, Customer Service

Posted about 22 hours agoViewed

💎 Seniority level: Manager, 5 years

📍 Location: Washington, Oregon, California, Michigan, Illinois, District of Columbia, Texas, Massachusetts, Colorado, Ohio, Virginia, New York or Minnesota

💸 Salary: 77000.0 - 90000.0 USD per year

🔍 Industry: Retail

🏢 Company: Filson

⏳ Experience: 5 years

🪄 Skills: LeadershipCloud ComputingPeople ManagementSalesforceCross-functional Team LeadershipCommunication SkillsProblem SolvingCustomer serviceTime ManagementWritten communicationMultitaskingCoachingExcellent communication skillsAccount ManagementEmpathyVerbal communicationTrainingActive listeningRelationship managementTeam managementProcess improvementCRMCustomer supportCustomer SuccessBudget management

Requirements:

Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment
Strong understanding of call center and customer service metrics
Experience in a retail setting
Cloud phone system & CRM experience
Problem Solving Skills
Time Management and Multitasking
Ability to coach, train, and motivate team members and evaluate their performance
Must work well in a dynamic, fast-paced work environment, and be good at dealing with constant change

Responsibilities:

Design and implement training programs
Monitor phone dashboards and queues to observe performance and productivity
Coach Customer Service Team Members to achieve goals, set expectations, and reinforce policies and procedures
Assist in managing the Contact Center including staffing, scheduling, coaching, performance management, and process improvement initiatives
Performance management of team members which includes attendance, productivity, conduct, and any other criteria pertinent to job function
Resolves customer challenges as necessary; directly addresses escalated customer concerns, complaints, and complex issues that cannot be resolved by front line team members or supervisors
Establish and maintain a feedback loop to collect, analyze, and act on customer insights, driving continuous improvement in service quality.
Works collaboratively across teams to identify customer experience challenges; especially those impacting order fulfillment and return resolution
Keeps the Senior Manager of Customer Service apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs
Oversight of customer interactions, ensuring they are handled with attention to detail in an effort to enhance the customer experience
Cultivates a supportive culture; offers guidance and support to improve the team members’ experiences thereby enhancing the customer experience
Identify opportunities to improve processes, increase operational effectiveness, and implement new initiatives to optimize the department.
Provides recognition for team members’ productivity and performance in an effort to boost individual and department morale
Utilize customer service platforms, ticketing systems, and reporting tools (e.g., Zendesk, Salesforce) to streamline operations and maintain high service standards.

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