Head of Customer Service
Location: 401 W. 7th Ave, Corsicana, TX, 75110
Job Description:
Baked in Texas, shipped to the world: Collin Street Bakery has traditionally been a mail order company, shipping t all 50 states and nearly 200 countries globally. Today, CSB is predominately an E-Commerce business. However, the brand also maintains 4 brick and mortar stores, presence on 3p websites, and has a supermarket presence across 38 states. Located in Corsicana, TX (50 miles south of Dallas) Collin Street is a historic, 4th generation family-owned business, founded 1896. We are seeking a Head pf Customer Service who gets it, wants it, has the capacity to do it, and has done it before. We need someone who is both comfortable with utilizing technology, building business processes, and leading teams of people with strong accountability. We have a tight knit, hardworking, fun-loving team that is passionate about our p0eople and our mission. We are seeking a team member who is ready and excited to jump in and make a big difference.
Job Summary & Responsibilities:
Serving our customers through people and technology. Customers communicate with Collin Street through a variety of ways including: phone calls, emails, social media, live chat, physical letters, review sites, and more. The head of customer service will be responsible for leading, managing, and administering all aspects of these communications. This leader will answer directly to executive leadership while leading our team of customer service agents on a day to day basis. In addition to leading our agents they will create, improve, and manage our business processes in this area. This person will work along side our IT team to utilize technology, efficiencies, and automations to serve our people well. They will also work closely with the finance, operations, HR and Marketing teams.
The Head of Customer Service will be expected to live put our core values of teamwork, The Golden Rule, Being Customer Centric, Doing What it Takes, and Owning our results. They will be expected to come in and learn, learn, learn, all the processes and capabilities we currently use, partnering with us tp execute and improve them well. We use the well known "Gorgias" software; a full scale customer service platform. This software has tremendous abilities to automate and improve our relationship with our customers. We want to fully implement and utilize all the features available to us. While this is a user friendly tool, it will take passion, dedication, and work to constantly implement and refine our use of it
Qualifications:
- A love for people
- A love for training
- A fierce passion & dedication to learn, optimize, and improve processes
- At least 3 years of call center/customer service leadership
- Experience leading teams and holding people accountable
Job Type: Full-Time in person
Compensation: Based on experience.
Benefits:
- GREAT and Affordable Healthcare Coverage
- Dental/Vision
- Health Savings Accounts with a Match
- Supplemental Medical
- Group Life Insurance
- Voluntary Life Insurance
- Short/Long Term Disability
- 401K with a Match
- Employee Discount at all CSB restaurant locations
Schedule: Monday to Friday with Weekend availability (some nights and weekends deep into our busy season)
Experience: 3 years Customer Service/Call Center leadership (Required)
Language: English (Required)
