Case-mate Customer Service Manager Position Available – Position Filled
This is one of the most important positions on my team! If you think you would be a good candidate apply here
Position: Customer Service Manager
Reports to: VP of E-Commerce
Salary: Commensurate with Market Value
Case-mate is seeking a customer service manager to manage customer inquiries across all channels including case-mate.com and retail. We are seeking a highly motivated, self starter, with a strong customer service background who thrives in a fast paced environment. This is a high visibility position with one of Atlanta’s fastest growing companies!
Responsibilities Include:
Overall Customer Satisfaction
- Achieve industry leading customer satisfaction goals
- Manage and resolve all customer escalations
- Approve returns, refunds, and customer credits
- Work closely with e-commerce operations team to ensure service goals are being met
- Report ongoing customer support issues to other departments including: quality control, product development, and operations.
Customer Service Team Management
- Effectively manage a staff of 4 customer service reps
- Train new team members on customer service best practices, policies, and new products
- Manage and forecast weekly staffing needs
- Implement policies and procedures that help improve the efficiency of the team
- Review individual case performance and provide constructive feedback on a weekly basis
- Report weekly customer service metrics
Systems Support
- Subject matter expert on e-commerce platform as it relates to customer service
- Manage all aspects of customer service portal (Helpspot): administration, reporting, rules, etc.
- Monitor Amazon & Paypal accounts for customer service related issues
- Respond to product Q&A from website and maintain customer support FAQ
- Follow-up on chargeback claims and reduce fraud exposure
Requirements:
- Bachelor’s degree in Communications, Business, English, or related field
- 3-5 years experience managing a customer facing contact center
- Strong team management and leadership experience
- Excellent written and verbal communication skills
- Outstanding customer service skills with a willingness to help and resolve customer issues
If interested, please apply here
