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Customer Service Leadership Role

2 months ago

Salt Lake, Utah, United States Golden Customer Care Full time
Job Opportunity

Golden Customer Care is seeking a skilled Assistant Manager, Customer Service to provide leadership and training to supervisors who oversee multiple customer care agents. This role requires effective communication, coaching, and management of given directives, as well as partnership and collaboration with the Customer Care Manager and other Assistant Managers to achieve company goals and KPIs.

Key Responsibilities:

  • Implement new ideas, approaches, systems, structures, and methods to better support customers or improve workflow and operational efficiencies.
  • Assume the responsibilities of a supervisor as needed.
  • Recognize challenges and take preventive action.
  • Identify and implement training necessary for the development of Customer Care Representatives.
  • Participate in departmental strategic planning and implementation of missions, goals, strategies, policies, and procedures.
  • Manage direct report time sheets.
  • Be involved in interviewing and hiring of Customer Care Representatives.
  • Create and provide quantitative reports to the Customer Care Manager relating to all project and department progress.
  • Prioritize responsibilities and perform multiple tasks with frequent interruptions.
  • Manage priorities that are consistent with company goals.
  • Excellent interpersonal and team skills.
  • Strong communication and inclusive team player.
  • Ability to follow through on requests and work assignments.
  • Ability to report findings to senior leadership.
  • Flexibility in day-to-day responsibilities.
  • Develop leadership skills to others through coaching and mentorship.
  • Utilize diversity amongst teams to create a positive working environment.
  • Understanding of customer relationship management.
  • Other duties as assigned.

Requirements:

  • 2+ years management experience.
  • 5+ Customer Service experience.
  • MS Office (Word and Excel) and Google docs proficiency.
  • Strong oral and written communication skills.

Preferred Qualifications:

  • Call Center experience preferred.
  • Proficiency with basic Microsoft Office software, specifically Excel and Word.

Location: REMOTE (Alabama, Arizona, Georgia, New Mexico, Nevada, Tennessee, Texas, Utah, and Wyoming).

The Golden Difference:

  • Medical, Dental, and Vision insurance for no cost on employee-only plans.
  • Employee Stock Ownership Plan.
  • 401k retirement contribution.
  • Paid vacation, paid sick time, paid holidays, and floating holidays.