Customer Service Manager

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.

Email your resume to joel@maiplacement.com

Apply Online:

https://jobs.crelate.com/portal/maiplacement/job/6aup5omrsh1n146io5yiss6cge?crt=1713540363348

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