A leading services company located in Costa Mesa is seeing a talented Customer Service Manager to ensure that the department is consistently providing quality service to all customers at all times, constantly looking at new ways to improve efficiencies and the overall productivity by tracking accuracy, orders entered, and other metrics.
Handles escalated issues from Zendesk chat, email, Yelp, and Google by working closely with Regional and Clinic Managers.
Tracks number of orders entered and maintains a monthly error log.
Monitors and processes order requests.
Resolves escalated issues.
Enforces company standards, policies and procedures.
Champion a culture of customer success
Demonstrate effective team management skills in actions, communication, and management practices
Develop, implement and maintain individual contributor KPI's that align with our best in class customer experience
Handle customer escalations to ensure concerns are being resolved to the utmost satisfaction
Lead the data collection and reporting processes for the support team
Develop and maintain close relationships across product management, engineering, and marketing
Actively improve support policies and procedures, driving improvements across the entire team
Plan, organize, and own the daily responsibilities of our support team
Monitor and follow up with reviews left by customers to ensure our customer experiences match our expectations
4+ years experience in a similar role
A strong record of leading successful support teams and policies
A deep understanding of managing ticketing systems such as Kustomer, Zendesk, or Desk.com
Experience using research and making data-driven decisions
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Job ID: 1393300
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