Job Description
OUR CUSTOMER SUPPORT MANAGER IS A VITAL ROLE IN VERSA PRODUCTS' SUCCESS AS THEY ARE BOTH BRAND AMBASSADORS AND CUSTOMER ADVOCATES. THESE CUSTOMER AND PRODUCTION-FACING PROFESSIONALS ARE EMPOWERED AND EQUIPPED TO DELIVER WOW EXPERIENCES TO EVERY CUSTOMER AND LEAD A DYNAMIC CUSTOMER-CENTRIC TEAM.
YOU WILL:
ACCOMPLISH COMPANY OBJECTIVES BY EFFECTIVELY MANAGING STAFF
SUPERVISE WORKFLOW, PLAN, EVALUATE, CONSISTENTLY TRAIN AND COACH STAFF TO ENSURE THE HIGHEST LEVEL OF CUSTOMER SUPPORT IS PROVIDED TO CUSTOMERS
ASSIST OUR LEADERSHIP TEAM TO CREATE PROGRAMS AND INITIATIVES TO MAKE OUR CUSTOMERS’ EXPERIENCES EVEN BETTER
MONITOR COMMUNICATION FOR QUALITY AND CUSTOMER SATISFACTION AS WELL AS KEEP REPORTING UP TO DATE
ENSURE THAT SCHEDULES ARE ACCURATE FOR PROPER COVERAGE
RECRUIT, HIRE AND TRAIN NEW STAFF MEMBERS WHEN NECESSARY
COMMUNICATE DIRECTLY WITH CUSTOMERS VIA PHONE, EMAIL AND LIVE CHAT
PROVIDE PROBLEM-SOLVING RESOURCES INTERNALLY AND EXTERNALLY
MONITOR DEPARTMENTAL CUSTOMER SATISFACTION REVIEWS AS WELL AS ONLINE PUBLIC REVIEWS
COLLECT DATA AND SOLVE DELIVERY ISSUES, TRANSACTION PROBLEMS, AND CUSTOMER EXPERIENCE COMPLAINTS TO EXCEED CUSTOMER SATISFACTION
BECOME AN EXPERT ON THE FULL VERSA PRODUCTS CATALOG AND PROVIDE ASSISTANCE TO SUIT A CUSTOMER’S UNIQUE NEEDS
SHARE YOUR VALUABLE INSIGHT WITH OUR PRODUCT, MARKETING, AND TECHNOLOGY TEAMS REGARDING CUSTOMER NEEDS AND FEEDBACK BY MEETING WITH OTHER DEPARTMENT MANAGERS
YOU’RE A GOOD MATCH IF YOU’RE:
A GOOD COMMUNICATOR - YOU ARE PROACTIVE IN INFORMING, HELPING AND PROVIDING STAFF UPDATES AND DATA THAT THEY NEED TO SUCCESSFULLY PERFORM THEIR JOB FUNCTIONS AS WELL AS LIAISE EFFECTIVELY BETWEEN THE CUSTOMER AND THE COMPANY
A NIMBLE TROUBLESHOOTER – YOU DON’T BELIEVE IN FOLLOWING A SPECIFIC PATH TO SOLVE EVERY PROBLEM AND ARE COMFORTABLE MAKING JUDGMENT CALLS. YOU QUICKLY UNDERSTAND/ READ THE ISSUE AND CREATE A PERSONALIZED/TAILORED SOLUTION FOR EACH CUSTOMER
A HANDS-ON LEADER - YOU HAVE mOTIVATIONAL SKILLS AND AN ABILITY TO SUPERVISE AND LEAD A TEAM EFFICIENTLY TO MEET COMPANY GOALS AND OBJECTIVES
A SKILLFUL GUIDE – YOU CLEARLY WALK THE CUSTOMER THROUGH THE RESOLUTION AND SET EXPECTATIONS FOR DELIVERY
A CREATIVE THINKER - YOUR ARE ABLE TO COME UP WITH NEW IDEAS TO IMPROVE CUSTOMER SERVICE STANDARDS
EXPERIENCE USING ZENDESK AND CRM – YOU KNOW JUST THE RIGHT WAY TO RESPOND, WHETHER VIA CHAT, EMAIL, OR PHONE
A REPUTATION BUILDER – YOUR STRONG ABILITY TO DISPLAY YOUR EXPERTISE AND EXCEED CUSTOMER EXPECTATIONS MEANS YOU’RE THE ONE SHAPING CUSTOMERS’ OPINIONS OF OUR BRAND.
RESILIENT – YOU CAN QUICKLY MOVE PAST NEGATIVE INTERACTION
QUALIFICATIONS
MINIMUM OF 6 YEARS EXPERIENCE SUPERVISING AND MANAGING A CUSTOMER SERVICE DEPARTMENT
PROFICIENCY IN MICROSOFT OFFICE AND TICKETING PLATFORMS SUCH AS ZENDESK OR SIMILAR
EXTENSIVE E-COMMERCE BACKGROUND
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