CSR Manager
The CSR Manager is responsible for holding the Customer Service Representatives accountable to their tasks. Tasks include checking missed calls and voicemails in the morning. Checking all selling channels for negative reviews and getting them removed if possible, Checking all selling channels for A-Z Claims, Item not received cases or chargebacks, filing shipping lost/damage claims with the carrier responsible for delivery, responding to tickets and answering incoming phone calls, responding to all social media messages and comments including Facebook Instagram, TikTok and YouTube. Updating warehouse locations in shipstation and QuickBooks. If any of these tasks fall undone, the responsibility falls to the CSR Manager to make sure they are completed.
The CSR Manager is also responsible for handling the process of returns, responding to initial RMA Request in all selling channels and processing refunds once the item is received back. To respond to cancellation request, and process cancellations for customers. Also, to step in and de-escalate any situation with a customer that a customer service representative is unable to handle. Also, to track retail sales of Customer service representatives and report sales to the Office Manager and owner. As well as assigning any extra tasks that the owner of the company request. Conduct Weekly and Monthly meetings with the Customer Service Representatives Team.
Company Insurance offered after 60 days. Company pays 100% of life insurance, dental vision and 80% of health insurance.
Experience & Skills:
- Leadership Experience
- The ability to manage of Team of Customer Service Representatives
- Have extensive QuickBooks and Excel knowledge
- The ability to Evaluate and resolve issues that arise with customers.
- The ability to organize, assign, and delegate tasks appropriately to designated customer service representatives.
- The ability to work effectively and independently in a very fast-paced, team-oriented environment
- Excellent communication skills, both oral and written
- Strong organizational skills and very detail oriented
- Proficiency in or ability to learn the various software programs utilized
Job Type: Full-time
Pay: $35,700.00-42,000.00 Salary
Benefits:
- Employee discount
- Paid time off
- Health Insurance (After 60 Days)Company pays 80%
- Free Vision (After 60 Days)
- Free Dental (After 60 Days)
- Free Life Insurance(After 60 Days)
Schedule:
- Monday to Friday 7:30 AM - 5:00 PM
- 30 min Lunch
- (2) 10 min paid breaks
Experience:
- QuickBooks: 2 years (Required)
- Customer Service 2 years (Required)
- Management Experience 2 years (Required)
- Microsoft Excel 2 years (Required)
- Typing Skills 2 years (Required)
- Communication Skills 2 years (Required)
- Basic Computer Operations 2 years (Required)
Language:
- English (Required)
Work Location:
- On site location
Paid Training:
- Yes
Typical start time:
- 7:30 AM
Typical end time:
- 5:00 PM
Company's website:
Company's Facebook page:
Benefit Conditions:
- Only full-time employees eligible
Work Remotely:
- No
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