DollarDays - Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team in delivering world-class customer service. The ideal candidate will be customer-obsessed, passionate about improving customer experience, possess strong leadership skills, and have a proven track record of implementing effective customer service strategies.

Who we are:

Our goal is to make a difference for those who are making a difference. Since 2001, the DollarDays team has served leading nonprofits, schools, and philanthropic organizations by providing critically needed wholesale goods to help accomplish great missions. Through friendly, informed support and key partnerships with like-minded organizations, DollarDays provides community heroes with the resources they need...and more importantly, dignity to those who need it most.

What you’ll do:

The Customer Service Manager is responsible for developing and implementing strategies and processes to prevent and resolve customer issues, delivering exceptional service and a positive experience during every interaction. The CS Manager must demonstrate a customer-obsessed mindset when creating solutions to proactively support our customers and their organizations. They will be responsible for building and driving KPIs, such as Net Promoter Score and Customer Retention Rate, to ensure that our performance aligns with our company goals. The CS Manager will partner with cross-functional teams such as Merchandising and Sales to create process improvements and solutions.

The CS Manager is accountable for developing their team to interact with customers in an engaging, empathetic and solution-oriented manner, aligned with our goal to be their partner in making a difference in their community. They will lead their team in support of all aspects of a customer’s needs, including monitoring order fulfillment, communication with vendors, escalation of major incidents, and proactive prevention of potential issues.

Primary Job Duties & Responsibilities:

• Manage and continually improve customer experience processes, by driving cross-functional projects
• Actively seek knowledge about our customers through relationships, surveys, and other sources
• Proactively provide an experience and service above what customers expect
• Create, track, and report on relevant KPIs every week, supporting quarterly major business objectives
• Respond professionally to all customer inquiries and issues via phone, email, and chat
• Effectively resolve customer issues with urgency and empathy using clear communication and follow-through
• Utilize internal systems, call and chat applications, web tools, and email simultaneously
• Build effective professional relationships with external and internal customers
• Identify gaps and critical service issues, escalating and partnering with leadership when needed
• Develop and elevate the CS team, providing training, coaching, and addressing performance and behavior issues
• Other duties as assigned

Requirements:

• Minimum 5 years of customer service leadership experience
• Demonstrated ability to identify, implement, and manage new CS programs, KPIs and systems
• Strong analytical skills to interpret data and trends to make decisions and improvements
• Ability to build rapport to connect with others to form positive relationships
• Strong verbal and written communication skills: ability to communicate clearly and accurately
• Passion to find new ways to put our customers first so they can make a real difference in their communities
• Strong organizational and leadership skills, self-motivation and engagement
• Ability to be flexible and manage positively through change

What you'll receive:

• Compensation: We have a highly competitive compensation structure
• Personal Growth: Be a part of a mission that is bigger than yourself, the industry, or our company
• Benefits: 401(k) with match, PTO, and paid holidays
• Insurance: Health, Dental, Vision, Life, and Disability
• Profit Sharing: When working towards a common goal we all succeed

DollarDays is an equal-opportunity employer with a strong commitment to diversity and inclusion. We prohibit discrimination based on race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status.