Customer Service Manager

Responsibilities:

• Oversee the daily operations of the Customer Service Department, ensuring efficient and effective resolution of customer inquiries, issues, and complaints.
• Develop and implement customer service standards to enhance the overall customer experience.
• Lead, coach, and mentor a team of customer service representatives, providing ongoing training and development opportunities to ensure high performance and job satisfaction.
• Monitor team performance metrics and KPIs, analyze trends, and implement strategies to improve customer satisfaction, retention, and loyalty.
• Collaborate with other departments, including sales and operations, to address customer concerns and improve cross-functional processes.
• Handle escalated customer inquiries or complaints in a timely and professional manner, striving to resolve issues to the satisfaction of the customer and the company.
• Maintain accurate records of customer interactions, transactions, comments, and complaints, utilizing CRM software or other relevant systems.
• Stay informed about industry trends, market changes, and competitor activities to identify opportunities for improvement and innovation in customer service.
• Conduct weekly one-on-ones and regular performance evaluations to provide constructive feedback to team members, recognizing and rewarding achievements and addressing areas for improvement.
• Foster a positive and inclusive work environment that promotes teamwork, collaboration, and open communication among team members.
• Continuously simplify and improve the customer service function.
• Responsible for ensuring effective communication within and between the various departments in the company.
• Responsible for developing and implementing reports on the performance of the department that measure the achievement of goals and objectives.
  
  
  

Required Skills and Education:

• Proven experience in a customer service management role within the retail industry, preferably in furniture or home furnishings.
• Strong leadership skills with the ability to inspire and motivate a team to achieve goals and deliver exceptional customer service.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and other stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve customer service operations.
• Exceptional problem-solving skills and the ability to remain calm and professional in high-pressure situations.
• Flexibility to work evenings, weekends, and holidays as required by the demands of the retail industry
• Bilingual candidates highly-preferred
  
  
  

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:

https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne Technical participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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