Customer Service Manager - Los Angeles, United States - Gallery Dept.

Gallery Dept.

Verified Company

Los Angeles, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Job Summary:

Customer Service Manager

_ Duties/Responsibilities:
_

Promote a positive and professional team environment that fosters trust, integrity, and superior performance standards
Lead by example, and inspire team to execute a superior client experience, ensuring the hospitality mindset is in each CSR
Develop and implement sound customer service policies and procedures; understands the balance between business needs and customer centricity
Oversee a team of inperson/remote customer service representatives; manage team's adherence to company policies and procedures
Monitor and analyze customer service performance metrics; strive to meet or exceed targets; provide input into the development of service metrics and targets
Manage and resolve customer issues, delighting and retaining the client relationship; respond efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
Handle escalated customer complaints and issues with correct sense of urgency and attention
Train and onboard new customer service team members
Collaborate with other departments within Galler Dept. to ensure a seamless customer experience
Conduct regular and monthly performance conversations with direct reports, discussing results and developing action plans
Participate in attracting, recruiting, and onboarding new CSRs

_ Required Skills/Abilities:
_

Minimum 3 years of supervisor or managerial experience directly leading the work of others in the retail, service, or hospitality industries
Minimum 2 years of general customer service experience, preferably in a contact center environment
Experience in luxury fashion is a plus
Proficiency in CRM software and other relevant tools; understands common contact center terms and omnichannel support channels
Be curious, empathetic, and sensitive
Proven capacity to multitask in a fastpaced environment
Amazing leadership and communication skills
Strong problemsolving skills
Independent with strong decisionmaking skills
Attentive to detail without micromanaging
Able to effectively research and problemsolve complex situations
Must sign an NDA

_Education and Experience:
_

High school Diploma; Bachelor's degree preferred
Minimum 3 years of supervisor or managerial experience directly leading the work of others in the retail, service, or hospitality industries
Minimum 2 years of general customer service experience, preferably in a contact center environment

_ Job Type:
_