Manager, Customer Service

The Manager of Customer Service is responsible for ensuring that YDesign customers have an incomparable experience and keep coming back for more! As the Customer Service Manager, you’ll use your established Customer Service Management skillset to implement scalable policies, projects, and cultures that surprise and delight customers, grow and develop our energetic Customer Service team, and develop Key Performance Metrics that celebrate the successful service experiences that you are helping the team achieve. The Manager of Customer Service will report to the Director of Customer Service and directly supervise the 10+ person team of Customer Service Representatives.
Responsibilities:
● Develop the existing customer service team with clear service metrics and regular performance reviews
● Recruit new high-level players to establish a team of A-Players
● Design and implement robust training programs for new hires
● Foster strong relationships with internal teams including Sales, Finance, the Vendor Account Management Team, and Merchandising
● Establish strong service relationships with our suppliers, ensuring their partnership in providing an incomparable customer experience
● Establish and monitor Key Performance Metrics that provide actionable insights capable of driving concrete service improvements
● Design and implement scalable escalation and conflict resolution procedures that deliver an incomparable customer experience
Minimum Educational/Experience Requirements:
● 3+ Years of Management Experience
● Consumer-Facing Call Center Experience
● Understanding of call center operations, planning and quality measurements
● Proven record of recruiting and developing A-Level teams and meaningfully contributing to an Incomparable Customer Service Experience
● Proven record of being driven self-starter, fast learner, and resourceful problem solver
● Command of Windows, MS Office, Web Browsers
● Ability to quickly learn new computer systems/programs
Preferred Experience:
● BA/BS Preferred
● Ecommerce/E-Retail Management Experience
● Retail Experience with a High-End/Luxury Product Line
Success Attributes:
● Excellent “People” Skills for both internal and external customers
● Ability to keep pace in a fast growing company
● Independent and Self Motivated
● Models a Customer First Mentality
● Great Analytical Skills
● Great Technical Skills
Physical/Office Conditions:
• Moderately physical in that the activities performed are of an administrative nature
• Occasionally be required to lift up to 25 pounds
• This position is in a well-lighted, heated and air conditioned indoor office setting with adequate ventilation
• The noise level exposure is moderate in that it functions in an open office setting with computers and printers with light traffic
• There is no travel required for this position

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