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Company Name : Bohme Inc
Location : Sandy, UT 84070
Position : Customer Service Manager
Job Description : We are looking for a skilled customer service manager who can lead our e-commerce customer service team to better performance and improve service quality. The customer service manager will assist in establishing customer service objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call and email data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. The ideal candidates should will have call center management experience.
To be a successful manager, you should be focused on improving your team and customer service practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing from customers via email, phone, and social media.
Customer Service Manager Responsibilities:
Hiring, training, coaching, and leading team members as they provide support for customers.
Development of all processes and procedures related to customer service throughout the e-commerce team.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and operations.
Customer Service Manager Requirements:
High school diploma or equivalent.
Prior experience running a customer service call center.
More education or experience in a related field may be preferred.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice.
This post is listed Under Utah jobs
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