What are the responsibilities and job description for the Customer Service Manager (CSM) position at Nature Hills Nursery, Inc?
About Us: We are an innovative online plant nursery passionate about connecting customers with the perfect plants to enhance their lives and spaces. Our dedication to quality and customer satisfaction drives everything we do, and we’re looking for a talented Customer Service Manager to lead our growing team.
Position Overview: The Customer Service Manager will oversee the daily operations of our customer service department, ensuring an exceptional experience for our customers. This includes managing sales inquiries, resolving complaints, processing cancellations and refund requests, and supporting our part-time customer service representatives. The ideal candidate is a natural leader with strong organizational and interpersonal skills, a knack for problem-solving, and a passion for plants and people alike.
We REQUIRE that in your application; you provide your professional RESUME and a detailed COVER LETTER explaining why you are the right person for the job. You must also complete the TYPING ASSESSMENT to be considered.
Key Responsibilities:
- Oversee daily customer service operations, including handling escalated inquiries and ensuring prompt resolution of customer issues.
- Manage sales calls, order complaints, cancellation and refund requests, and general customer inquiries.
- Lead and support a team of part-time customer service representatives, including hiring, onboarding, training, and performance management.
- Assess staffing needs and proactively recruit additional team members as required.
- Monitor and report on customer service metrics to identify trends, improve processes, and enhance overall customer satisfaction.
- Collect and analyze customer feedback to identify areas for improvement in both products and services and collaborate with other teams to implement changes.
- Collaborate with other departments to address customer concerns and refine policies and procedures.
- Continuously assess customer service workflows and make recommendations to streamline processes, reduce response times, and increase efficiency.
Qualifications:
- Proven experience in customer service management, preferably in an e-commerce or retail environment.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Strong problem-solving skills with a proactive and customer-focused mindset.
- Familiarity with CRM systems and customer service tools.
- A passion for plants or experience in the plant or gardening industry is a plus.
Why Join Us?
- Be part of a fast-growing, plant-loving team making a difference in customers’ lives.
- Opportunities for professional growth and development.
- Flexible work environment with a supportive company culture.
Benefits:
- Dental Insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
8am-5pm Monday-Friday
8am-12pm Saturdays (Seasonally)
Job Type: Full-time
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Ability to Commute:
- Omaha, NE 68130 (Required)
Ability to Relocate:
- Omaha, NE 68130: Relocate before starting work (Required)
Work Location: In person
Salary : $50,000 - $70,000