What are the responsibilities and job description for the Customer Service Agents / Supervisors position at Capelli Sport?
Customer Service Agent / Supervisor
Location:
South Hackensack , NJ
Who We Are
Capelli Sport is a multi-sports brand based in New York City. With a unique global ecosystem, service excellence and years of know-how in the industry, we create products that enable athletes and communities to maximize their success on field and beyond. Providing diverse playing fields, which are safe for everyone, our best-in-class service empowers and unites people from all over the world. We are deeply rooted in sports culture. Our gear is designed by players, for players. for more info visit us at www.capellisport.com
We are looking for a reliable Customer service agent and/or supervisor that will analyze every day financial activities and subsequently provide advice and guidance to upper management on future financial plans.
The goal is to enable the company’s leaders to make sound business decisions and meet the company’s objectives.
1- Train new employees in the company’s customer service policies, procedures, and best practices.
2- Organizes and oversees the schedules and work of assigned staff.
3- Conducts performance evaluations that are timely and constructive.
4- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
5- Monitors or reviews calls or other correspondence between representatives and customers.
6- Ensures that representatives are informed about changes to company products and services.
7- Collects data and prepares reports on customer complaints and inquiries.
8- Prepares monthly reports summarizing the assigned customer service teams performance.
9- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
10- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
11- Assists with budget preparation for the Customer Service department.
12- Maintain FAQ and answers templates.
13- Liaise between multiple departments (Sales, Fulfillment, accounting etc…)
14- Performs other related duties as assigned.
Requirements
15- At least 5 years of customer service experience is required.( 2 years for the agent position)
16- Excellent management and supervisory skills.
17- Excellent verbal and written communication skills.
18- Extensive knowledge of customer service procedures and principles.
19- Organized with attention to detail.
20- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
21- Ability to coach and mentor customer service representatives.
22- Proficient in Microsoft Office Suite or related software.
23- Extensive Knowledge of Zendesk or similar ticketing applications.( over 3 years for the supervisor position)
This is not a remote position..
Capelli Sport is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, age, veteran or military status, or any other category protected under the law. GMA Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation
Location:
South Hackensack , NJ
Who We Are
Capelli Sport is a multi-sports brand based in New York City. With a unique global ecosystem, service excellence and years of know-how in the industry, we create products that enable athletes and communities to maximize their success on field and beyond. Providing diverse playing fields, which are safe for everyone, our best-in-class service empowers and unites people from all over the world. We are deeply rooted in sports culture. Our gear is designed by players, for players. for more info visit us at www.capellisport.com
We are looking for a reliable Customer service agent and/or supervisor that will analyze every day financial activities and subsequently provide advice and guidance to upper management on future financial plans.
The goal is to enable the company’s leaders to make sound business decisions and meet the company’s objectives.
- English language must be extremely proficient (Verbal, Reading, and Writing)
1- Train new employees in the company’s customer service policies, procedures, and best practices.
2- Organizes and oversees the schedules and work of assigned staff.
3- Conducts performance evaluations that are timely and constructive.
4- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
5- Monitors or reviews calls or other correspondence between representatives and customers.
6- Ensures that representatives are informed about changes to company products and services.
7- Collects data and prepares reports on customer complaints and inquiries.
8- Prepares monthly reports summarizing the assigned customer service teams performance.
9- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
10- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
11- Assists with budget preparation for the Customer Service department.
12- Maintain FAQ and answers templates.
13- Liaise between multiple departments (Sales, Fulfillment, accounting etc…)
14- Performs other related duties as assigned.
Requirements
15- At least 5 years of customer service experience is required.( 2 years for the agent position)
16- Excellent management and supervisory skills.
17- Excellent verbal and written communication skills.
18- Extensive knowledge of customer service procedures and principles.
19- Organized with attention to detail.
20- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
21- Ability to coach and mentor customer service representatives.
22- Proficient in Microsoft Office Suite or related software.
23- Extensive Knowledge of Zendesk or similar ticketing applications.( over 3 years for the supervisor position)
This is not a remote position..
Capelli Sport is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, age, veteran or military status, or any other category protected under the law. GMA Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation
