Customer Service Manager

Things Remembered, Inc. North Jackson, OH
OverviewGeneral Summary

The Manager, Customer Service is responsible for creating the best first and lasing experience for every customer to ensure long-term loyal customers. Everyone is an important customer, including our store Teammates and the Teammate sitting next to you. Our obsession is in delighting all of our customers.

The Manager, Customer Experience is a business owner who:

* Is a self-motivated and self-directed champion of the Customer Experience

* Demands the best first and lasting experience for every customer to ensure long-term, loyal customers

* Ensures the highest level of customer care possible through: strategizing, leading, developing and retaining a top-quality team

* Is driven to exceed Sales Center metrics

Responsibilities (Essential Functions)Responsibilities for the External and Internal Customer Experience:

Business Performance

Ensures every customer receives a quality experience and they are satisfied with the outcomeEnsures all Key Performance Indicators are met to exceed sales planMakes all decisions and plans from a sales and customer experience perspectiveSets the tone and creates a welcoming and engaging work environmentCreates a weekly action plan that identifies opportunities and solutions to enhance efficiencyIdentifies necessary training needs of each individual and is responsible for execution (workshops, cross-training, eLearning courses, etc.)Accurately forecasts staffing needs and scale for unplanned and planned ramps while maintaining performance and cost efficienciesManages queue to ensure that calls are answered and managed meeting standardsEnsures effective use of social media to drive engagement and resolutionCreates and manages customized outbound emails ensuring brand quality


Models the required behaviors that drive the outstanding customer experienceInterviews all candidates and is part of the hiring decision during non-peak; drives the process during peakAccountable for retention and attendanceEnsures focus on developing the team and brand cultureDiagnose weekly underlying performance opportunities and provides direction to improve/enhance performance; monitor and track improvements of the teamCoaches and motivates in the moment to deliver the Key Performance IndicatorsAsk for, accept, and use feedback for self and team to drive business improvementsCollects and synthesizes information from analytics to improve the businessSuccessfully balances the needs of the customer while balancing the needs of the organizationQualifications

Skills and Abilities

Displays a commitment and passion for creating customer amazement; leads by exampleDemonstrates outstanding leadership in providing the customer experienceSelf-starter, professional, demonstrates initiative, resourcefulnessAbility to respectfully interact with all people, treat everyone like they are importantThe ability to conduct daily training and coaching sessionsAdvanced computer knowledge and skills including Microsoft Office and various database programsStrong organizational expertise, attention to detail and follow-up skillsExcellent analytical, decision-making and problem-solving skillsHighly developed active listening skills; listens to learnAble to manage a fast-paced and changing team environmentAble to work a variety of shifts including days, afternoons, evenings, weekends and holidays

Education and Experience

High school diploma or GEDBachelor's degree required or related experience at manager levelFive+ years of experience managing a high volume customer service call center

Work Environment/Physical Demands

* The noise level in the work area typically remains at a low level but may vary to moderate depending upon the physical location in the department

* The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job.

While performing the duties of this job, the teammate will encounter the following:

Physical Abilities

Lift/ Carry


O (Occasionally)

10 lbs. or less

O (Occasionally)


O (Occasionally)

11-20 lbs.

O (Occasionally)


C (Constantly)

21-50 lbs.

O (Occasionally)


C (Constantly)

51-100 lbs.

N (Not Applicable)

Reach Outward


Over 100 lbs.

N (Not Applicable)

Reach Above Shoulder

O (Occasionally)

Push / Pull


N (Not Applicable)

12 lbs. or less

O (Occasionally)


N (Not Applicable)

13-25 lbs.

O (Occasionally)

Squat or Kneel

O (Occasionally)

26-40 lbs.

O (Occasionally)


O (Occasionally)

41-100 lbs.

N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs./day)

Specific vision abilities required by the job include: close vision, distance vision, peripheral vision, color vision, depth perception, and the ability to adjust focus.

Average hearing is required for interacting with Teammates and customers.

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