Customer Service Manager

Sunny Health & Fitness; California (MO); On-site; USD 60,000 - 80,000; Full time

Job summary

Sunny Health & Fitness is seeking a Customer Service Manager in California, Missouri, who is responsible for leading a team to ensure excellence in customer service. This role involves overseeing daily operations, resolving escalated customer issues, and fostering a culture of continuous improvement.

The ideal candidate should have over 5 years of customer-facing experience and a Bachelor's degree. Strong communication and analytical skills are essential for addressing complex customer needs and improving service standards.

Qualifications

• 5+ years prior experience in customer-facing roles.
• Proven experience in a leadership role.
• Strong knowledge of customer service programs.

Responsibilities

• Lead the Customer Service team to maintain service standards.
• Monitor team processes and provide feedback for improvements.
• Resolve complex customer problems and manage escalations.

Skills

Effective verbal and written communication skills

Analytical thinking skills

Strong problem-solving skills

Organizational skills

Time management skills

Education

Bachelor's degree

Job description

Customer Service Manager is responsible for the continuous improvement of practices, leading the delivery of best customer service as well as the leading the strategic alignment for the company’s continuous fast growth. This role will provide leadership and direction to the Customer Service team to ensure that an excellent standard of service is provided and maintained.

Job Duties:

• 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 Requirements Process customer returns and manage return inventory Requirements
• Improve customer service procedures, policies, and standards for the customer support department
• Review processes, propose efficiency improvements, and implement process improvements

Requirements:

• 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