Duties:
- Lead, mentor, and motivate a team of customer service representatives
- Develop and implement strategies to enhance the overall customer service experience
- Handle escalated customer inquiries and complaints
- Monitor customer service metrics and implement improvements as needed
- Collaborate with other departments to ensure seamless customer experience
- Conduct regular performance evaluations for customer service team members
- Analyze customer feedback and metrics to drive continuous improvement
- Oversee training programs to ensure the team's expertise in product knowledge and service delivery
Qualifications:
- Proven track record (4 or more years) is a customer service leadership role in a call center.
- Exceptional leadership, communication, and interpersonal skills
- Excellent communication and interpersonal skills
- Proficiency in customer service software, CRM systems, and data analysis tools
- Strong problem-solving abilities and a passion for delivering outstanding customer experiences
- Ability to thrive in a fast-paced, ever-evolving environment
Note: Retail management / experience is not relevant to this position.
If you're enthusiastic about leading a team to deliver exceptional customer service in the e-commerce landscape, we’d love to hear from you.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Job Type: Full-time
Pay: $67,000.00 - $89,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Call center management: 4 years (Preferred)
Ability to Relocate:
- Industry, CA: Relocate before starting work (Required)
Work Location: In person