Customer Service Manager

Description

Job Title:  Customer Service Manager 

Department: Customer Care

Reports to:   Vice President 

Status: Full-time 

Effective Date: August 14, 2024

 

Job Summary:

Your primary focus will be hiring, training, and developing a strong team of customer service agents who provide support for SSG customers as well as a team of outside sales consultants and store employees. The Customer Care Manager is also responsible for partnering with other internal departments to improve systems, processes, and policies that impact both SSG customers and employees.

Duties/Responsibilities:

• Daily support of our sales & store team and customers which includes providing excellent customer service, order processing, account maintenance, and issue resolution
• Be a resource for the team by becoming knowledgeable about the products we represent as well as all programs  and initiatives that we offer at SSG 
• Provide leadership for a team of agents to guide and support them to exceed performance metrics
• Empower and cultivate a strong team
• Maintain and improve customer care operations by monitoring performance, identifying and resolving problems; preparing and communicating action plans; manage system and process improvement and quality assurance programs
• Handle complex inquiries and challenges from our sales team and our customers
• Collaborate with various internal departments to achieve company goals and objectives

Requirements

Required Skills/Abilities:

• Excellent grammar, verbal, and written communication skills
• Strong personal skills; enjoys working with people and problem solving
• Demonstrated experience improving efficiencies, making data driven decisions and generating regular management reporting
• Proficiency in handling employee relations and conflict resolution
• Highly organized, detail-oriented, and ability to work effectively in a fast-paced environment
• Proficient in Microsoft Excel

Education and Experience:

• High school diploma
• Management experience required

Physical Requirements:

• Standing throughout the day

 Working for SSG will provide you with:

• Health, Dental, Vision, Life, and AD&D Insurance available
• Health Savings Account or Flexible Spending Account
• Employee Assistance Program
• 401 (k) Retirement Plan - SSG matches 50% of the employee’s contributions up to 2% of their yearly income
• Paid vacation and sick leave
• Holiday pay
• Sam’s Club membership for you and a friend or family member
• Discounts on exclusive hair products
• Employee referral program - $1,000 potential earnings per referral

SSG is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with SSG without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status, or other classification protected by applicable federal, state or local law.

 SGAIJ