Customer Service Manager

About the Role

RCI Off Road, headquartered in Loveland, Colorado, is a premier manufacturer of aftermarket truck and SUV accessories. We are deeply committed to our craft and take immense pride in engineering and manufacturing innovative solutions that exceed customer expectations. We are looking for a qualified Sales and Customer Service Leader to join our dynamic team.

The purpose of the Sales and Customer Service Department is to provide best-in-class service that supports our customers. The Team Lead provides general support as needed, including order support, process support, and training support. As Customer Service Manager, you are responsible for ensuring the Sales and CS Departments deliver on KPIs and revenue goals, assisting in the contact center as needed, fielding complaint escalations, and supporting training for new hires and ongoing development.

Responsibilities

• Serve as a team lead, ensuring we meet or beat service level goals and address any customer escalations.
• Prepare performance reports for the leadership team, outlining results, wins, and opportunities.
• Ensure all agents are logged into phones and chat as scheduled.
• Create and assign daily/weekly tasks for agents and ensure completion as scheduled.
• Ensure order management activities are completed (e.g., orders stuck in NetSuite).
• Support the Sales and Customer Service Team through effective problem-solving, training, and balancing team interactions, including complaint resolution and general sales support.
• Set an example of leadership in your immediate and cross-functional teams.
• Organize workflow to meet customer deadlines.
• Facilitate training for new hire agents and participate in ongoing developmental training.
• Identify and communicate training opportunities for the team.
• Manage customer communications professionally, efficiently, and with excellent communication skills.
• Attend to customer questions, complaints, and concerns immediately and facilitate satisfactory resolutions.

Requirements

• Enthusiasm and profound knowledge of the off-roading and overlanding marketplace, and enthusiast trends.
• A customer-oriented approach with the ability to handle stressful situations calmly and professionally.
• High school diploma or equivalent; further education or certification is a plus.
• Proven work experience as a Customer Service Manager, CSR, or similar role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft or Google Office Suite and ability to quickly learn new software, including Slack.
• Excellent organizational skills with the ability to multitask.
• Unrelenting desire to serve customers.
• Technical automotive repair/maintenance experience.
• Excellent oral and written communication skills.
• Professional phone etiquette.
• Ability to work in a team environment.

What Success Looks Like

• Providing every customer with a best-in-class experience.
• Meeting or beating service level goals.
• 5% phone abandonment rate.
• 7-hour email response time.
• Living by our values in all that you do: Communication, Transparency, Collaboration, Trust, Respect, Accountability.
• Ensuring lasting, positive impressions with every customer to drive brand loyalty and trust.

This position is based on-site in Loveland, Colorado.

Pay

$55,000 - $65,000