Customer Service Call Center Manager - Health And Wellness - California Remote

Stingray Direct is a direct-to-consumer, large-scale, performance-based e-commerce nutritional supplement/health and wellness company. We are seeking a full-time, remote Customer Service and Inbound Phone Call Center Sales Manager who loves helping colleagues learn, grow, and provide the absolute best customer experience possible.
The ideal candidate will be equal parts analytical, resourceful, problem solver, cheerleader, creative, detail-oriented, and collaborative. Someone who can multitask and add valuable input to team projects. This candidate must be passionate and technically skilled in customer service and selling best practices, excited to grow and develop a team of customer success agents, have the ability to generate and analyze Excel reports, create comprehensive team training manuals, work well independently, and meet tight deadlines.
Ideally, you would have a deep understanding and experience within the supplement (health and wellness) industry, developing effective workflow systems and implementing the best customer service and sales management methodologies. This role reports directly to the VP of Experience and will support all Omni-channel brand customer success initiatives.
Requirements
Key Customer Service & Inbound Phone Sales Manager Responsibilities:

• Create new CS policy, training materials, scripts, and customer FAQs
• Set customer satisfaction goals and KPIs, then work with the team to meet them on a consistent basis
• Communication channel QC: Listen to live or recorded calls on a weekly basis to ensure policies and procedures adherence and work with agents to improve performance
• Resolve all fulfillment issues pertaining to customer orders
• Manage and develop the call center Customer Support Agents
• Maintain a deep understanding of the product offerings and be able to communicate that information to customers and agents
• Track customer orders and information requests
• Recruit, mentor, and develop customer service agents, providing a nurturing environment where they can grow and excel through encouragement and empowerment
• Keep accurate records and document all customer service interactions
• Handle escalated customer complaints and resolve them in a timely and professional manner
• Respond to customer service requests / comments via social media
• Communicating with the fulfillment center to research and resolve customer order issues
• Continuously be focused on ways to improve our customer experience
• Analyze customer experience data and compile accurate reports on product feedback and customer service stats to present in key stakeholder meetings
• Respond to customer questions, returns, and feedback issues on Amazon and Walmart
• Become an absolute product expert on all SKUs
• Collaborating with other departments and stakeholders to ensure that the customer service representatives have the necessary information and resources to handle customer inquiries and issues
• Assisting customers over the phone as needed
• Answering emails, live chat, Messenger, and text questions questions as needed

Customer Service & Inbound Phone Sales Manager Capabilities & Required Skills

• Excellent written and verbal skills in English (other languages a bonus, but not required)
• Ability to represent the company with an upbeat, friendly, clear, and professional presence in meetings, on the phone, and other types of communication
• 5+ years of e-commerce retail B2C experience required
• Kustomer / Zendesk or similar experience preferred
• Experience with inbound call center phone-selling best practices and techniques required
• Ability, initiative, and desire to find and solve new problems daily!
• Must be Located in California
• Bachelor’s degree in business administration, communication, or a related fields
• Must be able to accurately type 50+ WPM
• Must have a strong ability to learn and retain new information
• Resourceful, organized, and high level of attention to detail (very important for this role)
• Weekend shifts will be required (Call center is open 7 days a week)
• Must be highly proficient in Excel (Pivots, VLOOKUP, Concatenate, Macros)
• 5+ years using online sales / order management systems
• 5+ years of experience managing a call center, sales, and customer service-type roles, ideally in a remote setting
• Ability to create training materials, train, motivate, and develop a team
• High energy, extrovert, with a positive "can do" attitude

Benefits
What do you get for being so cool and joining our team?

• Free monthly employee product samples and discounts
• Paid time off (PTO)
• Paid Maternity / Paternity leave
• We match your charitable contributions up to $2,500/yr
• 100% Company paid Medical, Dental, and Vision Insurance
• 100% Company paid Life Insurance and Short-Term Disability Coverage
• Employer matching 401K participation
• Your Birthday is a paid vacation day each year. Take the day to celebrate your awesomeness!
• Competitive Salary of $70,000 - $90,000 (based on experience)
• Paid annual company holidays
• Work from home (WFH) stipend of $100/month
• Fun company social and team building gatherings with travel provided
• Fully remote working position, but you must be located in California