Customer Service Manager

Job Description

Benefits:

Dental insurance

Health insurance

Paid time off

Chivari is seeking an experienced Customer Service Manager to oversee our customer support operations in Hialeah, FL. The ideal candidate will be passionate about delivering outstanding customer experiences, possess excellent communication skills, and demonstrate strong leadership capabilities.

Location: Hialeah, FL 33010

Schedule: 9:00 am - 5:30 pm

Responsibilities:

Supervise and support a team of customer service representatives, ensuring they provide prompt and effective assistance to customers.

Handle escalated customer inquiries and complaints, utilizing problem-solving skills to resolve issues promptly and to the satisfaction of the customer.

Implement training programs to equip customer service representatives with the skills and knowledge needed to excel in their roles.

Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies to improve performance.

Identify areas for process improvement within the customer service department and implement solutions to enhance efficiency and effectiveness.

Collaborate with other departments, such as sales, marketing, and product development, to ensure alignment on customer needs and priorities.

Conduct quality assurance assessments to ensure consistency and accuracy in customer interactions and adherence to company policies and procedures.

Prepare regular reports on customer service performance and key metrics for management review.

Qualifications:

Bachelors degree in business administration or a related field (preferred).

Proven experience in a customer service management role, with a track record of success in leading teams and delivering exceptional customer experiences.

Strong leadership and interpersonal skills, with the ability to motivate and inspire a team to achieve goals.

Excellent communication skills, both verbal and written.

Analytical mindset with the ability to interpret data and make data-driven decisions.

Proficiency in customer service software and tools.

Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Chivaris Mission Statement:

Since 2007, Chivaris Mission has been to delight customers at every interaction and on every order. We will provide the best quality product and customer service in the universe. We will work tirelessly to exceed customer expectations for superior products and service at the greatest value. Chivari will act only with the highest ethical standards and operate a diverse Best Place to Work environment with advancement opportunities for all our employees.