Remote Customer Service Manager

Hiring Company

Sunny Health & Fitness

Why Join Us

Role Responsibilities

• Maintain an expert understanding of Sunny products and operations to better understand the needs of the customer and the needs of the company
• Plans, coordinates, and assists with the daily workflow to achieve maximum productivity
• Oversee a team of customer service teams and ensure they are providing an exceptional customer experience
• Ensure customer part orders are shipped, accurately, in timely manner
• Monitor and oversee the Customer Service Team processes and quality
• Builds relevant solutions and product enablement support
• Review emails, chat, and phone call communications ensuring that company policies and ideals are upheld
• Resolve complex, escalated customer problems or disputes in a professional manner
• Coach and support team members to help them meet departmental goals
• Keep records and documentation of customers' interactions for training purposes
• Create monthly departmental reports to determine whether KPIs are being met and where there is room for improvement
• Constantly provide customer feedback to internal cross-functional teams to improve product and customer experience
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service representatives
• Process customer returns and manage return inventory
• Improve customer service procedures, policies, and standards for the customer support department
• Review processes, propose efficiency improvements, and implement process improvements

Qualifications

• Bachelor's degree required
• 5+ years prior experience in customer-facing roles
• Proven experience in a leadership role is required
• Effective verbal and written communication skills and excellent phone etiquette and elevated speech
• Must demonstrate strong analytical thinking skills
• Should possess strong problem-solving skills and the ability to make sound judgment calls
• Superior organizational and time management skills
• Knowledge of customer service programs and databases, or the ability to learn new software quickly