Customer Service Manager - Oldsmar, United States - FAB Glass and mirror

Description

• Lead, mentor, and manage a team of customer service representatives to ensure exceptional customer experiences.
• Develop and implement strategies to improve customer satisfaction, streamline processes, and enhance issue resolution efficiency.
• Set performance goals, monitor performance metrics, and provide regular feedback to team members.
• Identify training needs and coordinate training programs to elevate the team's skills and capabilities.
• Drive continuous improvement initiatives to maintain a high level of service quality.

• Monitor various online platforms, social media channels, and review sites to track and analyze customer feedback and comments.
• Respond promptly and effectively to customer reviews, comments, and inquiries, showcasing excellent communication skills and brand understanding.
• Collaborate with crossfunctional teams to address negative feedback, resolve customer issues, and convert challenges into opportunities.
• Develop and implement strategies to cultivate and sustain a positive online reputation, ensuring alignment with the brand's values and goals.
• Create engaging and relevant content to reinforce positive brand interactions online.
• Optimize search results to ensure accurate and favorable information about the brand is readily accessible.

• Utilize deep understanding of online dynamics to manage and shape brand perception across digital channels.
• Stay updated with industry trends, online platforms, and emerging technologies to continuously refine reputation management strategies.
• Collaborate with marketing and communication teams to align online reputation efforts with broader brand strategies.
• Monitor competitor activities and industry trends to proactively respond to changes in the online landscape.

• Bachelor's degree in Business, Marketing, Communication, or a related field. Master's degree is a plus.
• Proven experience (5+ years) in customer service management, with a track record of driving exceptional customer experiences and team performance.
• Demonstrated expertise (5+ years) in Online Reputation Management, including managing online reviews, social media interactions, and search engine results.
• Strong written and verbal communication skills with the ability to craft effective responses and engage with customers online.
• Indepth knowledge of online platforms, social media dynamics, and search engine behavior.
• Analytical mindset with the ability to derive insights from data and use them to guide reputation management strategies.
• Creative thinking and adaptability to navigate evolving online landscapes and customer expectations.
• Excellent leadership and interpersonal skills to effectively lead a diverse team and collaborate across departments.

If you are a proactive, innovative, and customer-focused professional with a passion for driving exceptional service and shaping online perceptions, we encourage you to apply.

This role offers an exciting opportunity to make a significant impact on our brand's reputation and customer relationships in both the physical and digital realms.

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• 5 years

• Morning shift

• Monday to Friday

• How many years of experience as Customer Service Manager?
• How many years of experience in Remote team leadership?
• Any experience of Glass and E-Commerce company?

• In which CRM have you worked?

• Bachelor's (required)

• Customer service Manager: 5 years (required)

• E-Commerce industry: 3 years (required)

• Oldsmar, FL 34677: Relocate before starting work (required)