Customer Service Manager
4 weeks ago
Customer Service Manager
We're a fast-growing eCommerce company headquartered in Austin, TX and we’re looking for an experienced manager to lead our customer service team.
Reporting to our VP of Operations, our Customer Service Manager is tasked with leading our team of associates in our ongoing quest for world-class customer service. As the voice of our company, talking to our customers every day, we consider this to be one of the most important positions in the company.
This is a full-time position in our Austin, TX office. This is not a remote or work-from-home opportunity.
Responsibilities:
• Setting the customer service example for our associates in servicing our customer via phone, email, and chat.
• Assisting our associates in successfully achieving their professional goals
• Establishing, meeting and exceeding internal goals for both inbound and outbound call programs
• Effectively managing budgets and operational expenses
• Conducting performance reviews for direct reports
• Managing call quality programs
• Recruiting, hiring and training talent based on seasonal needs
• Scheduling talent to best serve our customers across the country
Ideal qualifications:
• Previous experience in the same or similar position
• In-bound and/or outbound call center familiarity
• Advanced customer service skills
• Superior written and verbal communication skills
• Experience with MS Word, Excel and Email
• Internet savvy
• Strong attention to detail
• A desire to be part of a team that enjoys the dynamic atmosphere of a growing company
• The ability to work extended hours during the busy holiday sales seasons
Compensation:
• $75k to $85k annual compensation (salary and bonus)
• Paid holidays
• 3 weeks paid vacation/elective days annually
Most importantly, you should also be able to have FUN EVERY DAY at your job. We love our jobs. You will too.
Company DescriptionICG America is a specialty online retailer with headquarters in Austin, TX.Company DescriptionICG America is a specialty online retailer with headquarters in Austin, TX.-
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