Job Description

MANAGER OF CUSTOMER SERVICE DEPT-ENTERTAINMENT

Our client in West Los Angeles is a multi-disciplinary team of designers, product specialists, industry experts, and web developers in the entertainment field. They are looking for a dynamic Customer Service Manager who has at least 3 years of experience as a Customer Service Manager and at least 6 years in customer service in general. Experience in the entertainment field is a plus.

CLIENT IS OFFERING EXCELLENT BENEFITS WITH NO DEDUCTIBLE, 401K AND BONUSES ON PERFORMANCE.

THE IDEAL PERSON IS APPROACHABLE, HANDS-ON AND A TEAM PLAYER. THE OFFICE HAS A FUN, WORK/LIFE BALANCE ATMOSPHERE WITH AWESOME BENEFITS! GREAT PLACE TO WORK!

The ideal Manager of the customer service team will develop service procedures, policies, and standards, including setting up goals and a path for the customer service assistants to advance.

They will research available technologies to facilitate accurate records to document customer service actions, improve the customer service experience and either improve the usage of current customer service software or recommend other options. 

They will have a working knowledge of customer support software and tools including using KPIs to track improvement in the client’s satisfaction rate. The ideal person is approachable, a team player takes on other tasks as needed and is excited about improving the client’s experience.

EXPERIENCE IN:

• Maintaining employee work schedules, work assignments, coverage, training, & paid time off
• Oversee the creation and updating of support materials (Knowledge Base) and standard responses to common questions
• Organize common requests from customers & relay that information to product owners
• Provide KPI’s for improving the customer service satisfaction rate

REQUIREMENTS:

• 6 years in a customer service role
• Minimum of 3 years as a Customer Service Manager
• Working knowledge of customer service software and tools
• Strong client-facing & communication skills
• Excellent computer skills in MAC and PC
• Knowledge or experience in the entertainment field is a plus
• Some college preferred but not mandatory- Prefer hands-on experience

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