What are the responsibilities and job description for the Assistant Manager, Customer Service position at tires-easy.com?
Job Title : Customer Service Assistant Manager
A bit about us :
We're on a mission to change the tire industry how it's delivered and how it's experienced. A pioneer in the automotive e-commerce industry, we take pride in our extensive selection of top-name brands and budget-friendly options, ensuring our customers find the perfect tire to suit their needs. As a part of our growing and dynamic team, you'll contribute to our commitment to exceptional service, innovation, and customer satisfaction. Embrace the opportunity to be a driving force behind one of the fastest growing e-commerce companies in the US and apply now!
A bit more about this role :
The Customer Service Assistant Manager will be responsible for helping the Customer Service Manager manage a growing team of Customer Service Representatives by building a strong team culture, assisting with the implementation of new processes, as well as monitoring and reporting metrics. You will be supporting the entire Tires Easy organization across several websites and marketplaces. You will work in an entrepreneurial environment where we are constantly looking to learn what our customers need and to develop better ways to serve them.
Eligibility Requirements
Education experience : College or University degree, preferred
Work experience : 2 years of call center experience, 1 year of supervisory experience mandatory
High speed Wi-Fi connection
Must not have had any disciplinary actions regarding attendance, conduct and / or performance in the past 90 days, and must not be approaching such action.
Responsibilities will include :
Team management and direct supervision :
Help onboard and train new team members
Monitor KPIs and team performance and provide coaching, when needed
Perform regular audits of your team members
Serve as a direct supervisor for a team of CSRs
Customer service :
Serve as back-up for team members, when needed
Serve as a back-up for the Customer Service Manager, when needed
Resource available for escalations
Monitor communication platforms for proper resolutions
Assist with overseeing the daily operations including : tracking metrics, assisting with cases and case escalations, and intervening when retraining issues arise
Project Management
Diagnose issues, escalate to the right layer of management, and move to correct issue
Understand how SOPs need to change as new processes are introduced / business circumstances change
Assist with maintaining and updating SOPs
Identify patterns in successes and failures in processes and implement changes to processes to reflect this
Cross-functional communication :
Monitor communication between the customer service team and other departments and facilitate, when necessary
Attributes to success :
Excellent communication skills
The ability to adjust your tone and approach to different people
The ability to break down and articulate complex information in simple terms
Ability to work independently
The ability to effectively negotiate with customers find middle ground with customers
Strong alignment / buy in to the goals of the organization, and good judgment in balancing policy, financial goals, and customer satisfaction
Comfort and experience with people management and coaching to goals and metrics
Proven success in building relationships and trust
Adaptability; processes and workflows may change as we look to improve both the customer experience and your experience as a member of the team
Desired skills & experience :
Experience in the automotive or "hard industry" customer service is an added bonus
Data-driven with ability to synthesize information and create actionable solutions
You're a great team member with a can-do attitude; you're self- reflective
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Assistant Manager, Customer Service?
Sign up to receive alerts about other jobs on the Assistant Manager, Customer Service career path by checking the boxes next to the positions that interest you.
