Experience Manager - Customer Service - MUST have a customized cover letter

To apply: a cover letter is required. Please attach your cover letter detailing your experience as it relates to all aspects of the job description and what are three to four things about Parlor Games that really intrigue you.

This job is open to Colorado, Arizona, and Oregon Residents - you must have Managerial training and 5 years experience as a leader in an office environment to qualify.

Primary Job Responsibilities

Customer Service acts as a primary point of contact with customers for questions related to ordering and use of Parlor Games’ products. All our customers are women experiencing pain, discomfort, symptoms associated with vaginal dryness, urinary incontinence, painful intercourse. For many of our customers having someone on our team they can talk to about such intimate details is transformative so building trust and rapport is critical for effective customer care. All contact is via email, phone, live chat and text. The Customer Service Manager has an experience customer service agent and also has at least 5 years prior experience as an office based (not retail) Customer Service Manager, preferably call center. The position has responsible for ensuring the team has access to training and resources necessary for their duties and guiding them in following procedure and protocols to take care of our customers and meeting performance standards. Specific duties include:

• Forecast goals and objectives for the department and strive to meet them.
• Train, motivate, counsel and monitor the performance of all Customer Service Department staff.
• Participate as part of the Customer Service Team
• Evolve service procedures, policies and standards and keep them current
• Use company provided software for customer interactions
• Analyze statistics and compile accurate reports
• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Develop and implement data driven decision making and performance metrics
• Contribute to company Operations Planning meetings and participate in product launch planning.

Qualifications, Education, and Experience

• At least 5 years proven work experience with progressive responsibility as a Customer Service Manager, preferably in a Call Center Environment
• Experience in providing customer service support
• Formal training in Total Quality Management or other quality tool
• Training and Experience in Performance Metrics Development
• Training and Experience in Performance Coaching
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Knowledge of Human Resources Laws applied to Recruiting, Interviewing, and Hiring and Performance Management
• Completed BS degree in Business Administration, Communication, or related field

Required Skills and Attitudes

• Demonstrated ability to think strategically and to lead
• Critical thinking skills
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Confidence in talking to women about their issues of vaginal dryness, incontinence and able to make women feel comfortable talking with you
• Customer service orientation
• Problem solving, Can-Do attitude
• Desire to help post-menopausal women
• Exceptional communication skills– both written and verbal– and the ability to quickly build a genuine rapport over the phone
• Good at managing time and moving easily between different types of tasks while remembering all the details
• Hard Work ethic with a desire to contribute to the larger goal of high-quality care
• Attention to detail and almost obsessive need to be accurate
• Team Player

To apply: a cover letter is required. Please attach your cover letter detailing your experience as it relates to all aspects of the job description and what are three to four things about Parlor Games that really intrigue you.

This is a full time salaried position at 35 hours per week.

Job Type: Full-time

Pay: $56,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• Paid time off

Shift:

• Day shift

Application Question(s):

• Do you live in either Colorado, Oregon, Arizona?
• Have you reviewed our website and written a 1-2 page cover letter per directions in the job description. Please note, applications without a cover letter will not be considered.

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 8 years (Required)
• Management: 5 years (Required)
• Data analytics: 3 years (Required)

Work Location: Remote

Salary : $56,000 - $62,000