Customer Service Assistant Manager

POSITION SUMMARY:

The Customer Service Assistant Manager will need to deliver exceptional customer service for DTLR customers. The candidate will advocate for our customers, delivering superior service and helping design the best service policies. This full-time position will involve delighting customers as the front-line resource over phone, email, live chat, solving customer service issues as they arise, and supporting the marketing, operations and fulfillment processes as needed.

RESPONSIBILITIES:

• Works closely with Customer Service Manager to ensure the call center runs smoothly in all facets
• Assist with daily planning of completion of all departmental work, such as reviews/post reviews
• Ensuring that the fraud is kept to a minimum using all tools in your arsenal-i.e. white pages, order history, etc.
• Identifying and reporting questionable activity to manager
• Committed to providing an outstanding customer experience to all DTLR customers
• Ensures that the customer service team comply with company standard; procedures and policies set forth by DTLR
• Assisting with Pay Pal disputes, world pays, bulk orders and raffles when needed
• Monitoring all agents based on phone call screenings and statistics weekly to endure the customer service team is providing good customer service
• Assist in resolving employee concerns and developing a customer focused environment
• Assist with the development and training of the customer service team as well as the hiring process
• Support the implementation of customer service strategies aimed to improve the quality of service, productivity and profitability
• Handles escalated customer service issues in a professional and courteous manner
• Maintains a working knowledge of all DTLR products sold
• Ability to handle and process returns, refunds, credits and the tracking of shipments in order to solve customer inquiries
• Contributes to the development of best practices for the customer service team
• Assumes the role of Customer Service Manager in their absence
• Maintains and presents a positive, enthusiastic attitude toward job and company
• Performs other duties as needed

SKILLS/EXPERIENCE

• Must have a minimum of 3 years of call center/management experience
• Must be available to work at least two evenings per week and every other Saturday
• During the holiday rush, working every other Sunday is a requirement
• Must have at least 2-5 years of managerial experience and have working in a customer service call center
• Proficiency in Microsoft Office and CRM systems
• In-depth knowledge of customer service principles and practices
• Must have strong critical thinking skills and able to anticipate problems and provide solutions
• Ability to communicate effectively with a diverse group of customers
• Great command of the English language. Bilingual skills are a plus (Spanish)
• Strong affinity for people and ability to cultivate meaningful relationships with customers
• Presents a friendly and pleasant demeanor in all communications
• Must be able to thrive in a fast-paced, dynamic environment
• Excellent organizational skills, multi-tasking skills and attention to detail
• Must submit to a background check

EDUCATION:

• High School Diploma

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Weekly day range:

• Monday to Friday
• Rotating weekends

Application Question(s):

• Are you willing to submit to a criminal and professional background check?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 3 years (Preferred)
• Call center management: 3 years (Preferred)

Work Location: In person