Client Services Manager

Department: Client Services | Location: Houston, TX

About the role

The Client Services Manager will oversee all activity within the Client Services department and be accountable for the management of the team members, as well as the achievement of individual and department goals. The Client Services Manager takes ownership and optimizes all internal processes, systems, and customer experience-related aspects in the department and in conjunction with other teams. The Client Services Manager will ensure high-quality customer interactions and timely responses to inbound calls, website orders, online chats, emails, and other customer-related initiatives. This role is critical to the success of the department, the personal development of each team member, and the entire organization. Supporting the development of employees and business growth via internal promotion opportunities from staff members is a critical component of the role, as is maintaining exceptional levels of satisfaction among our client base.

Responsibilities

• Encourage effective and timely interaction to clients by all members of the department, via all avenues (phone, chats, emails, websites, etc.).
• Collaborate across departments to enhance customer-facing systems and platforms based on feedback from users as well as clients.
• Monitor and maintain high standards of client service, addressing any issues promptly to ensure client needs are met.
• Maintain active lines of communication with all departments.
• Take ownership of interdepartmental cohesiveness for internal and external efficiencies.
• Mindful cultivation of company culture with and for each employee.
• Sound understanding of company values and policies, holding team members accountable to excellence.
• Consistent ability to showcase effective leadership and mentorship skills.
• Grow and develop personnel skills in order to optimize career opportunities.
• Efficiently and accurately processing and reviewing incoming B2C online orders.
• Promptly answer inbound calls to deliver exceptional customer service and efficiently direct inquiries to the relevant departments or employees as needed.
• Facilitate efficient outbound communication with vendors and stakeholders to gather information that optimally supports our customers.
• Oversee the distribution, resolution, and quality of responses for all B2C customer email tickets in our request ticketing system.
• Provide prompt acknowledgment, responses, and assistance to online clients through incoming chats.
• Oversee the Client Operations Specialists as they review all online orders flagged for potential fraud — remain vigilant about fraud policies and needed modifications, ensuring communication with relevant departments regarding any fraud concerns takes place.
• Collaborate with relevant parties regarding RMA receipt processing and refund transactions, including Client Services Specialists, Warehouse and Accounting staff, and clientele.

Requirements

• 2–5 years of experience in a client-facing, people management role.
• Bachelor's degree in Business, Marketing, Communications, or other related fields of study, preferred.
• Team Management, Leadership, and Development: Demonstrated ability to build and nurture high-performing teams, including the active engagement and education of team members to ensure individual and departmental success.
• Product Knowledge: Capacity to acquire and maintain a comprehensive understanding of our product lines to effectively support and educate team members as well as to appropriately meet customer needs.
• Communication and Organizational Skills: Excellent verbal and written communication abilities, combined with strong organizational skills to convey departmental strategies clearly.
• Decision-Making and Technical Proficiency: Exceptional decision-making and problem-solving skills, with broad knowledge of technology and the Internet, enabling effective performance under pressure and tight deadlines.

Benefits

• Health, Vision & Dental Insurance with company contributions
• Company HSA Contributions
• Add On Insurance Options: Accident, Short Term Disability, etc.
• Free Employee Assistance Program: 24/7 access
• Generous paid time off (PTO) that increases with tenure, plus company-paid holidays
• Volunteer Paid Time Off: Give back to our community & get paid!
• Retirement Options with no Vesting Requirements