MyRegistry.com
Call Center Customer Service Manager
Fort Lee, NJ | $60K - $60K
Qualifications
- Proven experience as a Call Center Customer Service Manager or similar role, with a strong track record in managing customer service teams and driving customer satisfaction
- In-depth knowledge of customer service principles, practices, and techniques
- Strong problem-solving and decision-making skills, with the ability to handle complex customer issues and resolve conflicts
- Excellent leadership skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer experiences
- Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels
- Proficiency in using customer service software, CRM systems, and other relevant tools
- Possesses an analytical approach, capable of examining data, spotting trends, and making decisions based on data to enhance the performance of customer service
- Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks and deadlines
- Customer-focused mindset with a passion for delivering outstanding customer satisfaction
Responsibilities
- This role is pivotal in shaping the customer experience, as it requires an understanding that exceptional service goes beyond just resolving issues
- You are a leader, mentor, and problem-solver, all rolled into one
- You will be responsible for managing our customer service team and ensuring that they deliver top-notch service that not only solves problems but also turns customers into loyal advocates
- Your ability to build strong relationships with customers, your team, and across the organization will be key to your success
- Develop and implement customer service strategies, policies, and procedures to ensure efficient and effective service delivery
- Manage and supervise a team of customer service representatives, including recruitment, training, coaching, and performance management
- Set performance goals and objectives for the customer service team, monitor performance metrics, and provide regular feedback and recognition
- Foster a customer-centric culture within the team, emphasizing the importance of delivering exceptional customer experiences
- Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction
- Collaborate with cross-functional teams, such as sales, marketing, and operations, to improve processes and enhance the customer experience
- Conduct regular quality assurance reviews of customer interactions and provide feedback and coaching to the team for continuous improvement
- Analyze customer feedback and data to identify trends, issues, and areas for improvement, and implement appropriate actions
- Prepare and present reports on customer service performance, including key metrics, trends, and improvement initiatives, to senior management
- Hold bi-weekly meetings updating team with new information, collaborating and listening to their responses and to help motivate members
- Approve regular payroll submission for team
Benefits
- Salary: $60,000.00 Based on Experience
- Paid Time Off
- 401-K
- Medical, Dental & Vision Insurance
- 11-50 employees
- Retail, Technology, E-commerce, Wedding Services, Gifts
- Privately Held
- Last round: Jul 12, 2011
- Last round: US$ 3.7M
- Fort Lee, NJ
- Company Specialties:
Registering, Shopping, Product Information, and Etiquette
Company information
For Wedding or Baby Registries. For every day Gift Lists or charitable giving. We make gifting better for everyone – people, retailers, and donors by increasing happiness, reducing returns, and supporting shared values. MyRegistry.com is the leading consumer technology company powering the $400B (and growing!) gifting industry with flexible, scalable, and end-to-end solutions. Our gifting software provides people and organizations the ability to add any item, from any store in the world, with a click of a button onto one Universal Registry or Gift List.
