Job Description
We are a growing pet nutrition company seeking a Senior Customer Service Manager to oversee our Customer Service Department. The role is based in our Westlake Village Corporate office.
If you are looking for an opportunity to manage a great team in a growing company, this position is for you!
Your days will consist of directing and overseeing our team of Customer Service Representatives in their daily activities which include handling incoming calls and emails from our customers.
DUTIES/RESPONSIBILITIES:
- Provide leadership to a team of 10-15 Customer Service Representatives
- Assist with a variety of incoming customer calls as needed
- Hire and train new employees
- Provide coaching, feedback, support, and product knowledge to the team
- Monitor calls and perform regular call evaluations
- Conduct performance reviews
- Identify problems and opportunities within the department
- Prepare and implement motivating activities and contests to keep company morale high
- Improve the productivity of the department
- Ensure that training materials and information is current, accurate, effective, and in compliance with current regulations
- Interface with various other departments related to customer orders
- Effectively communicate with customers and upper management
- Resolve customer complaints, staffing problems, and other issues that may interfere with efficient daily operations
EXPERIENCE & QUALIFICATIONS:
- 5+ years managing an onsite Customer Service team of 10 or more
- Call Center experience
- Ability to handle escalated customer service calls
- Excellent listening skills with an ability to communicate clearly and confidently via phone and in writing
- Strong supervisory and leadership skills
- Maintains a persuasive, tactful and professional demeanor
- Ability to motivate the team
- Proficient in Microsoft Suite
- Bilingual is a plus
- Love of animals
OTHER:
Competitive compensation plus bonuses and benefits
Company Description
We are a growing pet nutrition company. We are seeking a talented person to add to our team. We have been in business since 1997 and are located in beautiful Westlake Village California