Customer Service Area Manager

Description

Who We Are

At Grunt Style, what you wear is more than just a necessity, it’s about attitude! We have taken the fighting American spirit and instilled it in everything we do. We provide more just than apparel, we bolster a lifestyle. We take pride in Self, Military and Country and we live our values.  We are looking for passionate, hard working individuals to join our growing company of over 400 veterans and patriots. We are Grunt Style and This We'll Defend.

Job Summary:
Customer Service Managers play a vital role in training, motivating, and leading customer service representatives. They ensure that customer inquiries, complaints, and support needs are addressed efficiently while fostering a high-performance team. This role includes assisting with the hiring process and training employees, monitoring their progress, and coaching them to deliver exceptional service. 

Essential Functions:

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Assist in hiring and training new employees.
• Manage a team of customer service representatives, ensuring smooth operations throughout their shifts.
• Provide direct assistance to customers by responding to calls and emails to resolve issues.
• Handle escalated customer concerns by identifying solutions or directing them to the appropriate department.
• Conduct regular performance evaluations and provide coaching to team members to drive improvement.
• Identify opportunities to enhance internal processes and improve overall department efficiency.
• Train and mentor new hires, ensuring they understand company policies and best practices.
• Monitor new team members’ activities during onboarding to assess training needs.
• Leverage data and insights to staff to customer demand and plan workforce needs accordingly.
• Complete assigned responsibilities on a daily basis to support department goals.

Competencies:

• Team leadership
• Demonstrated experience at workforce planning, including expanding and contracting to meet customer demand
• Conducting Performance conversations and coaching to success
• Conflict resolution
• Problem-solving skills
• Strong communication skills
• Multi-tasking ability
• Customer service expertise
• Product knowledge
• Quality focus
• Market knowledge
• Documentation skills
• Data reporting
• Active listening
• Customer interaction skills in email, phone and chat
• Proficiency in Google-based tools and other customer service software

Supervisory Responsibility:

• The Customer Service Manager oversees a team of customer service representatives, ensuring quality customer interactions, resolving escalated concerns, and improving team performance. This position acts as a liaison between customers and internal departments to maintain high service standards.  
• This job description is not exhaustive, and additional responsibilities may be assigned as needed to meet business objectives. 
• The Customer Service Manager should be adaptable and prepared to take on new tasks that contribute to the success of the team and company.

Work Environment:

• Professional office setting with standard office equipment (computers, phones, printer/copiers).
• The work environment may be noisy due to multiple employees working in the same space.
• Occasionally requires handling difficult customer interactions, which can be stressful.

Physical Demands:

• Long periods of sitting while working on a computer or answering phone calls.
• Extensive use of a computer for typing and record-keeping.
• Ability to move within the office to communicate with other departments.
• Occasionally lift up to 35 lbs.

Position Type & Expected Hours of Work:

• Full-time position (40 hours per week) with flexible hours based on department needs.
• Weekend availability may be required.

Travel:

• No travel expected for this position.

Required Education & Experience:

• CRM knowledge
• Workforce planning
• Strong organizational and time-management skills.
• Proficiency in Google-based tools and ability to navigate multiple programs.
• Excellent communication and leadership skills.
• Self-motivated, independent, and reliable.
• Previous experience as a manager or supervisor.
• Ability to handle charts, forms, and inventories.
• Patience and strong training capabilities.
• Strong decision-making skills.