Customer Service Manager Jobs

Come and grow with us!Wazo is expanding and we are now looking for an experienced, knowledgeable and passionate individual to lead our Customer Service team. The ideal candidate has management experience in a fast paced, retail and e-commerce business. Experience in the furniture industry is ideal.If you are looking for a great place to grow and a culture that can’t be beat, then look no further! Do you enjoy challenges? Are you passionate about customer service? Come and join us!The Role:Day-to-day operational management of the customer service team. Required to continuously improve overall customer experience, meet or exceed customer expectations and motivate the customer service team. Assess, identify and drive continual improvements that provide operational effectiveness. Ensure that resources are managed and allocated to maintain optimal service level and performance.

Determine ways of improving systems and processes to provide the best customer experience

Monitors customer service representative (CSR) metrics to determine levels of customer service provided, and work with peers and stakeholders to improve that customer experience where necessary

Monitor system performance, identify and resolves issues, and provides overall quality and process improvement

Collect, analyze, and summarize call center data and trends

Maintain professional and technical knowledge by tracking trends in call and service tickets and implementing improvements

Develop and oversee a team of CSRs to ensure that the customer experience is maintained in each customer interaction

Ensure the team is staffed appropriately to meet all performance requirements

Identify areas for performance improvement and facilitate/lead improvement implementation efforts

Develop performance goals and objectives for the customer service department and monitor the achievement of those goalsThe Ideal Candidate:

5+ years in a management role.

Post-Secondary Education or a combination of work experience and education

Experience in eCommerce or retail

Experience motivating, coaching and leading teams

Outstanding oral and written communications skills

Strong organizational and time management skills

Flexible, reliable, conscientious and able to follow directions

Highly motivated, outgoing and able to portray a professional positive attitude

Must be a team player with good initiative and prioritization skills, capable of working under pressure and independently.

Demonstrated sense of urgency and ability to drive issues to closure despite setbacks.

Able to troubleshoot issues, anticipate problems and make logical decisions.

Demonstrated ability to effectively manage multiple priorities and demands from customers and meet challenging time-line commitments.Experience in developing and implementing policies and procedures