Customer Service Manager

Job Description

Customer Service Department Manager

Ridgefield Park, NJ (In-Person)

130-150k

Are you a dynamic leader ready to take ownership of a thriving customer service department? Join our team, a leading online retailer committed to delivering exceptional service to our customers.

Job Description:

As the Customer Service Department Manager, you'll spearhead our team of 40+ customer service representatives, both on-site and remote, handling phone, live chat, and email support. Your primary objective is to ensure unparalleled service and satisfaction for our online sales customers.

Key Responsibilities:

Take full ownership of the customer service department, leveraging previous experience in leadership roles.

Infuse energy and enthusiasm into the team to drive performance and morale.

Strategically manage and prioritize tasks to optimize departmental efficiency.

Make informed decisions to enhance service quality and exceed Key Performance Indicators (KPIs).

Empower team members to take ownership of their responsibilities and make decisions.

Oversee employee schedules for chat and phone support, ensuring coverage and efficiency.

Utilize a ticketing project management system to streamline workflows and track progress.

Cultivate strong relationships with each team member to foster a familial and supportive work environment.

Leverage analytical skills to study the full picture and make strategic decisions.

Resolve complex customer issues promptly and effectively to ensure customer satisfaction.

Lead efforts to improve service processes and streamline operations for increased efficiency.

Analyze data to gain insights into customer behavior and identify opportunities for improvement.

Develop and implement training programs to enhance the skills and performance of the customer service team.

Excel proficiency is essential for analyzing data and generating insightful reports.

Qualifications:

Demonstrated experience in leadership roles, particularly in customer service or related fields preferred.

Exceptional leadership and communication skills to inspire and guide a diverse team.

Proficiency in customer service software to effectively manage multi-channel support preferred.

Adaptability in a fast-paced online sales environment, with a focus on continuous improvement.

Previous experience in analyzing data and reporting to drive departmental performance.

If you're ready to lead a dynamic team and drive exceptional customer service, we invite you to apply.

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