Customer Service Manager


United States US

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Job Description

We are a financial publisher looking for a rock star Customer Service Manager to join our team. The ideal candidate for this position would be highly motivated, detail oriented, and have the drive to consistently look for ways to improve. This position is responsible for the day-to-day operations of the Customer Service department and is a vital part of its continued growth. We are a small team that works remotely but we all wear many hats and love what we do. If you are the type of person who enjoys learning new things, has a pro-active “can-do” attitude, and is an effective problem solver, we would love to talk to you about this opportunity.
Job Description
• Manage the day-to-day operations of the customer service department. This includes answering customer support calls and responding to incoming support tickets in a thorough, professional, and timely manner.
• Maintain accurate records and document all customer service activities and discussions.
• Create effective customer service procedures, policies, and standards.
• Gain a comprehensive understanding of all systems/programs used by the customer service department to not only perform duties but be able to make suggestions to increase efficiency.
• Managing the chargeback dispute resolution process from start to finish including monitoring merchant chargeback ratios.
• Review and submit daily fulfillment lists to shipping partner.
• Process fulfillment “On Hold” reports by resolving issues such as problem addresses.
• Identify, research, and report notable customer service feedback trends.
• Help improve customer retention stats by effectively managing the customer experience.
• Continuously update customer satisfaction goals and propose new ways to increase customer engagement.
• Manage library of B2C order process emails and update as needed. (i.e., Order confirmation, credit card receipt, login credentials email templates)
• Monitor and review online customer service documents/pages such as FAQ’s and support ticket templates when needed or to implement updated best practices.
• Review and provide feedback for any online pages that customers will be interacting with for potential user experience challenges.
• Complete daily, weekly, monthly, quarterly quality assurance checklists.
• Assist Marketing department by coordinating ad and landing page creation and updates between copywriters and graphics department.
• Coordinating Ads with sales department when needed.
• Cross train on elements of other departments for emergency coverage when needed

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