Job Description

WE ARE IN SEARCH OF A CUSTOMER SERVICE MANAGER TO JOIN OUR TEAM IN CARLSBAD, CA!

ABOUT US:

Our Company services the biggest names in music. We are looking for a full-time, fast-paced Customer Service Manager to lead our customer service team. Success requires an enthusiastic understanding of music, our customers, our products, our bands, and our technology platform capabilities with proven results in increased customer satisfaction.

The ideal candidate will have a strong customer service background, high energy necessary for working in a fast-paced environment, and a proven ability to prioritize. Applicants must have a love for and/or a solid background in music culture and lifestyle. We take great pride in protecting our clients while preserving the fellow fan experience.

ABOUT THE JOB:

The Customer Service Manager will be responsible for overseeing the customer service team and day-to-day customer service operations. This role requires an experienced, highly motivated, and organized individual who excels at prioritizing and thrives in a fast-paced environment.

This position will focus on, but not be limited to:

• Oversee Customer Service Team to ensure that CS benchmarks are being met.
• Work closely with 3PL Operations team and client representatives to troubleshoot customer and client issues.
• Supervise the daily operations of the Customer Service Team’s responsibilities.
• Compile and deliver weekly and monthly Customer Service reporting packages.
• Set goals for the Customer Service Team and assist CS agents in reaching those goals.
• Assisting CS Team with answering customer inquiries with original and canned messaging to optimize the fan experience and gatekeep the Company and Company clients.
• Assist with placement of orders, cancellations, refunds, or exchanges as necessary.
• Resolve customer inquiries and ensure satisfaction across all customer service channels including but not limited to; email, chat, telephone, and social media.
• An ability to communicate professionally with our client representatives through email and chat platforms with discretion to ensure Company image is preserved.
• Maintain a knowledge of current music culture to require as minimal reference material as possible.
• Work full-time / 8:30am-5:30pm / 40-hour week / in person and on location with an open option for overtime hours during holiday and product release periods.
• An ability to keep calm during confrontational conversations/virtual communication initiated by dissatisfied customers and understand the de-escalation process.

REQUIREMENTS:

• The ideal candidate is a self-starter with an extensive knowledge of trending artists / current pop culture, a deep understanding of customer service, and a passion for growth.
• Customer Service specific management experience required; strong leadership and management skills.
• Proficient with MS Office programs, including Windows, and a strong understanding of MS Excel required.
• Must have strong communication skills, both verbal and written as position communicates heavily by email and phone daily.
• Must be self-motivated, self-managing, hard-working, well organized, and able to communicate within multiple portals in our fast-paced environment.
• Must be able to work cross-functionally, especially with production and warehouse teams.
• Familiarity with E-Commerce channels including, but not limited to, Shopify and Magento is a plus.
• Ability to manage multiple projects and prioritize.
• Effective time management skills.
• Solid problem-solving skills.
• Responsive
• Positive Attitude
• Enjoys and thrives in a fast-paced environment.
• Experience with Zendesk preferred.
• 3+ years of customer service experience required.

Reports to: Head of 3PL Operations

Temperature checks conducted prior to beginning work; masks required.