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Customer Care Manager

Orlando, FL

Posted: 01/18/19 Job Category: Technology Job Number: 490

BlueWave is hiring a Customer Success Manager  for a e-commerce client in Orlando, FL. This person will be building, leading, and maintaining a team of Customer Success representatives to provide rock star-caliber support to their clientele.
The ideal candidate will have experience leading and developing a customer care team and be technology savvy and detail oriented. Qualified candidates will be highly independent but also be able to work in a collaborative team environment.


Responsibilities:

  • Lead the customer care team, both in-house and outsourced, to go above-and-beyond customer interactions, ultimately creating brand ambassador
  • Manage the responding to all emails through the company’ s direct website, as well as through other sales channels through ZenDesk
  • Fielding and overseeing customer phone calls and emails ranging from product questions to complaints, to shipping issues
  • Proactively reaching out to customers who had a negative experience with their product to exceed their expectations by making it better than just “ right”
  • Proven self-starter with ability to juggle priorities and manage expectations
  • Manage the team to respond to all reviews in the public domain for all SKUs by identifying customer dissatisfaction, reaching out, and turning them into brand advocates
  • Use ticket-aggregating customer service dashboard to fastidiously track tickets, issues, and necessary customer follow ups
  • Optimize, update, and present insights from Customer Care dashboard that informs Operations, Product Dev, and marketing on the pulse of the customer, and the feedback the team has been getting
  • Vigorous attention to detail in proofreading, seeing the bigger picture for each customer order/interaction
  • Act as the Customer Service mouthpiece in appropriate sales and marketing efforts, bringing forward the voice of the customer with relevant observations and product feedback from the field

Requirements:

  • 3-5 years professional experience in a Customer Care leadership role
  • Bachelor’ s Degree preferred
  • Vigorous attention to detail
  • Strong verbal and written communication skills
  • Ability to quickly learn and adapt new skills, especially in areas related to web applications and computer software
  • Self-starter in taking the lead on priority items, while also learning on the fly quickly with excellent information recall
  • Proactive and able to anticipate business needs and provide solutions
  • Proficient in Microsoft Office Suite
  • Committed to quality and excellence; detail-driven and execution-focused
  • Passionate, high-energy, visionary leader, capable of driving speed and discipline throughout the organization
  • Ability to work well with, lead, and influence others in a fast-paced environment
  • Effective communicator, both internally and externally
  • Impeccable judgment and strategic thought leadership
  • Passionate about entrepreneurialism, innovation, change and building

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