Customer Service Manager at Heartstone Farm

Job Description

Job Description

About Heartstone Farm

At Heartstone Farm , we’re dedicated to providing high-quality meats that our customers can trust. From farm to table, we deliver premium beef, pork, and poultry to consumers across the country. Our customers appreciate our true "farm to table" experience.

We believe in creating a great customer experience and we've received over 9,500 5-star reviews . We are growing rapidly - in 2024 our sales more than doubled.

As we continue to grow, we are seeking an experienced Customer Service Manager to help us ensure that every customer enjoys an exceptional experience. If you're passionate about customer satisfaction, problem-solving, and growing a team, we want to hear from you!

Role Overview

As a Customer Service Manager, your primary goal will be to create an outstanding customer experience by handling inquiries efficiently and effectively. In the early stages of this role, you’ll be hands-on in answering customer questions via phone, chat, and email. As the company grows, you’ll take on the responsibility of managing a remote customer service team, shaping our processes, and ensuring consistent quality in all customer interactions. You’ll be a key player in helping us maintain a loyal and satisfied customer base.

Key Responsibilities

• Respond to customer inquiries via phone, chat, and email, ensuring timely, accurate, and professional responses.
• Utilize Reamaze (our customer service platform) to manage and streamline communications and resolve issues efficiently.
• Address questions related to our products, orders, and any order-related issues, providing clear solutions to meet customer needs.
• Proactively identify and resolve common customer issues to improve our service and prevent future concerns.
• Collaborate with other departments (e.g., operations, fulfillment, marketing) to ensure swift issue resolution and customer satisfaction.
• Develop and implement strategies to improve the customer service experience, focusing on quick response times and high satisfaction rates.
• Monitor customer satisfaction metrics (e.g., response time, resolution time, CSAT scores) and provide regular reports to leadership.
• As the team expands, transition into a management role, overseeing and mentoring a remote team of customer service agents.
• Create training materials, SOPs, and best practices for future team members.

Available shifts and compensation : Available shifts all days except Sundays and Saturdays. Compensation depends on your experience.

About Heartstone Farm : Heartstone Farm is looking for an individual to join our team. Our ideal candidate is self-driven, motivated and trustworthy.

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