Customer Service Manager
Lehi, UT Lehi, UT Full-time Full-time $50,000 - $90,000 a year $50,000 - $90,000 a year Position Overview:
Customer Service Manager Enso Rings, the industry leader in premium silicone rings, is on the hunt for a passionate and experienced Customer Service Manager to join our team.
If you believe in our core values of Love Yourself and Love Others, and want to be a part of a company whose mission is to be a Force for Good, then this is the perfect role for you.
As the Customer Service Manager, you will be the heart and soul of our customer experience, leading the charge in delivering exceptional service and creating life changing experiences for our customers.
In this dynamic role, you will manage our dedicated customer service team and also play a pivotal role in shaping the growth and success of our company through your active participation on our management team.
If you're ready to be an ambassador for our mission, then join us as we revolutionize the world of flexible jewelry with love, compassion, and unparalleled service.
Key
Responsibilities:
Team Leadership:
Manage and lead a team of 10 customer service representatives, including hiring, training, coaching, and performance management.
Customer Satisfaction:
Ensure Enso is providing Life Changing Experiences through monitoring customer interactions and proactively addressing any issues or concerns.
Performance Metrics:
Establish and track key performance indicators (KPIs) for the customer service team, analyzing data to identify areas for improvement and implementing strategies to enhance performance.
Process Improvement:
Continuously evaluate and improve customer service processes, systems, and policies to enhance efficiency and effectiveness.
Quality Assurance:
Develop and implement quality assurance measures to ensure consistent and accurate responses to customer inquiries and issues.
Cross-Functional Collaboration:
Collaborate with other departments, including sales, marketing, finance, engineering, and operations, to resolve customer-related issues and contribute to overall company objectives.
Customer Feedback Analysis:
Gather and analyze customer feedback to identify trends, patterns, and areas for improvement, and provide insights to the management team.
Escalation Management:
Handle escalated customer issues and complaints, providing timely resolutions and ensuring a positive customer experience.
Training and Development:
Conduct regular training sessions and workshops to enhance the skills and knowledge of the customer service team, ensuring they are equipped to handle customer inquiries effectively.
Customer Service Policies:
Develop and enforce customer service policies and procedures to ensure consistency and adherence to company standards.
Stay Up-to-Date:
Stay informed about industry trends and best practices in customer service to bring innovative ideas and strategies to the team.
Qualifications:
Bachelor's degree in business administration or a related field (or equivalent experience).
Proven experience in customer service management, preferably in an e-commerce business.
7
years leadership and team management experience, with the ability to motivate and inspire a diverse team.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
Exceptional problem-solving and decision-making abilities, with a customer-centric mindset.
Proficient in using customer service software, CRM systems, and other relevant tools.
Analytical mindset with the ability to interpret data and metrics to drive improvements.
Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
Proactive and adaptable, with the ability to work under pressure and handle challenging situations.
A passion for providing life changing customer experiences and building long-term customer relationships.
About Enso With a culture of love and lifestyle, Enso Rings melds the benefits of silicone with the beauty and creativity of jewelry making.
Champions of design and collaboration, the company partners with other mission-aligned brands, creators and non-profits who value style, expression and being a Force for Good.
At the heart of Enso Rings' crafting philosophy is bringing to life comfortable and safe companion pieces to traditional jewelry.
Enso Rings is the leader in premium silicone jewelry, featuring a patented process of infusing precious materials into their rings as well as established partnerships with Disney, Lucasfilm, and Warner Brothers.
The company is headquartered in Lehi, Utah.
Job Type:
Full-time Pay:
$50,000.
00 - $90,000.
00 per year
Benefits:
Dental insurance Health insurance Paid time off Parental leave Vision insurance Experience level:
7 years Shift:
8 hour shift Weekly day range:
Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Service Manager Enso Rings, the industry leader in premium silicone rings, is on the hunt for a passionate and experienced Customer Service Manager to join our team.
If you believe in our core values of Love Yourself and Love Others, and want to be a part of a company whose mission is to be a Force for Good, then this is the perfect role for you.
As the Customer Service Manager, you will be the heart and soul of our customer experience, leading the charge in delivering exceptional service and creating life changing experiences for our customers.
In this dynamic role, you will manage our dedicated customer service team and also play a pivotal role in shaping the growth and success of our company through your active participation on our management team.
If you're ready to be an ambassador for our mission, then join us as we revolutionize the world of flexible jewelry with love, compassion, and unparalleled service.
Key
Responsibilities:
Team Leadership:
Manage and lead a team of 10 customer service representatives, including hiring, training, coaching, and performance management.
Customer Satisfaction:
Ensure Enso is providing Life Changing Experiences through monitoring customer interactions and proactively addressing any issues or concerns.
Performance Metrics:
Establish and track key performance indicators (KPIs) for the customer service team, analyzing data to identify areas for improvement and implementing strategies to enhance performance.
Process Improvement:
Continuously evaluate and improve customer service processes, systems, and policies to enhance efficiency and effectiveness.
Quality Assurance:
Develop and implement quality assurance measures to ensure consistent and accurate responses to customer inquiries and issues.
Cross-Functional Collaboration:
Collaborate with other departments, including sales, marketing, finance, engineering, and operations, to resolve customer-related issues and contribute to overall company objectives.
Customer Feedback Analysis:
Gather and analyze customer feedback to identify trends, patterns, and areas for improvement, and provide insights to the management team.
Escalation Management:
Handle escalated customer issues and complaints, providing timely resolutions and ensuring a positive customer experience.
Training and Development:
Conduct regular training sessions and workshops to enhance the skills and knowledge of the customer service team, ensuring they are equipped to handle customer inquiries effectively.
Customer Service Policies:
Develop and enforce customer service policies and procedures to ensure consistency and adherence to company standards.
Stay Up-to-Date:
Stay informed about industry trends and best practices in customer service to bring innovative ideas and strategies to the team.
Qualifications:
Bachelor's degree in business administration or a related field (or equivalent experience).
Proven experience in customer service management, preferably in an e-commerce business.
7
years leadership and team management experience, with the ability to motivate and inspire a diverse team.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
Exceptional problem-solving and decision-making abilities, with a customer-centric mindset.
Proficient in using customer service software, CRM systems, and other relevant tools.
Analytical mindset with the ability to interpret data and metrics to drive improvements.
Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
Proactive and adaptable, with the ability to work under pressure and handle challenging situations.
A passion for providing life changing customer experiences and building long-term customer relationships.
About Enso With a culture of love and lifestyle, Enso Rings melds the benefits of silicone with the beauty and creativity of jewelry making.
Champions of design and collaboration, the company partners with other mission-aligned brands, creators and non-profits who value style, expression and being a Force for Good.
At the heart of Enso Rings' crafting philosophy is bringing to life comfortable and safe companion pieces to traditional jewelry.
Enso Rings is the leader in premium silicone jewelry, featuring a patented process of infusing precious materials into their rings as well as established partnerships with Disney, Lucasfilm, and Warner Brothers.
The company is headquartered in Lehi, Utah.
Job Type:
Full-time Pay:
$50,000.
00 - $90,000.
00 per year
Benefits:
Dental insurance Health insurance Paid time off Parental leave Vision insurance Experience level:
7 years Shift:
8 hour shift Weekly day range:
Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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