What are the responsibilities and job description for the Customer Service Manager position at Heartstone Farm?
About Heartstone Farms
At Heartstone Farms, 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.
Required Qualifications
- 2 years of experience in a customer service role, preferably within e-commerce or a consumer-focused industry.
- Excellent communication skills, both written and verbal, with an ability to handle complex issues with patience and empathy.
- Experience using customer service platforms (Reamaze experience a plus).
- A passion for providing excellent customer service and a proactive, problem-solving mindset.
- Ability to work independently and manage your time effectively in a remote setting.
- Organizational skills and attention to detail to manage multiple inquiries simultaneously.
- Experience leading a team is a plus, but not required.
What We Offer
- Competitive salary, based on experience.
- Location: Remote - New England
- Opportunities for career advancement as the team grows.
- Discounts on all Heartstone Farms products.
- The chance to make a real impact on our growing company and help shape the future of our customer service experience.
