What are the responsibilities and job description for the Front Desk/Customer Service Manager (CSM) position at Second Chance, Inc.?
Second Chance, Inc., a nonprofit social enterprise, is looking for an experienced Customer Service Manager (CSM) to provide excellent customer service for our 250K square foot warehouse. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to exceed their expectations.
Customer Service Manager responsibilities include:
Improve the customer service experience, create engaged customers and facilitate organic growth.
Taking ownership of customers issues and following problems through to resolution.
Setting a clear mission and deploying strategies focused towards that mission.
Greet and welcome customers.
Supervision of all activities required to successfully manage Front Desk Operations including, but not limited to the following:
Manage schedules, lunch breaks.
Ensure the front desk area is kept organized and kept clean.
Answer phone inquiries, direct calls and provide basic information about the Retail store and our mission.
Ensure the availability and functionality of equipment and tools, examples – phones, computers, copiers, credit card machines
Knowledge of who to direct repairs and replacements for equipment and supplies (pens, paper etc.)
Manage/conduct Daily Audits
Improve customer service experience, create engaged customers and facilitate organic growth.
Take ownership of customers issues and follow problems through to resolution.
Set a clear mission and deploy strategies focused towards that mission.
Develop service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.
Maintain an orderly workflow according to priorities.
Skills:
Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager in the following requirements and skills:
o Experience in providing customer service support.
o Excellent knowledge of management methods and techniques.
o Proficiency in English; Bi-lingual a major plus.
o Working knowledge of customer service software, databases and tools.
o Ability to think strategically and to lead.
o Strong client-facing and communication skills.
o Advanced multi-tasking skills.
o Oversee the designation and allocation of work tasks to customer service team.
o Communicate with customers to identify their requirements as well as obtain feedback on quality service.
o Assist with investigations to resolve difficult customer issues or complaints.
Qualifications:
Must have 5 years retail experience required in Customer Service Operations.
Must Intermediate to advanced computer proficiency.
Excellent communication skills. (written and verbal)
Able to work in a non-controlled temperature warehouse.
Job Type: Full-time
Pay: $19.00 - $23.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Shift:
- Day shift
People with a criminal record are encouraged to apply
Ability to Commute:
- Baltimore, MD 21230 (Required)
Ability to Relocate:
- Baltimore, MD 21230: Relocate before starting work (Required)
Work Location: In person
Salary : $19 - $23
