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. As Customer Service Manager, you will ensure the Sales and CS Departments meet KPIs and revenue goals, assist in the contact center as needed, handle complaint escalations, and support training for new hires and ongoing development.

Responsibilities

• Serve as a team lead, ensuring service level goals are met or exceeded and addressing 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 verify completion.
• Ensure order management activities are completed (e.g., resolving orders stuck in Netsuite).
• Support the Sales and Customer Service Team through problem-solving, training, and balancing team interactions, including complaint resolution and general sales support.
• Set an example of leadership in 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.
• Address customer questions, complaints, and concerns immediately, facilitating 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.

Success Metrics

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

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