Assistant Manager - Customer Service

March 5

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MULTI SEAL Tire Sealants

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MULTI SEAL Tire Sealants is a company specializing in tire sealant products designed for industrial and recreational applications. Their products provide solutions to prevent air loss in tires, enhancing safety and performance for vehicles used in demanding environments. They focus on non-passenger vehicle tire sealants, offering a range of options tailored to industrial and lifestyle uses.

industrial tire sealant • tire sealants • tire safety • tire plugs • preventative

11 - 50 employees

Founded 1981

🛒 Retail

📋 Description

• The Customer Service Assistant Manager will be responsible for helping the Customer Service Manager manage a growing team of Customer Service Representatives by building a strong team culture, assisting with the implementation of new processes, as well as monitoring and reporting metrics. • You will work in an entrepreneurial environment where we are constantly looking to learn what our customers need and to develop better ways to serve them. • Responsibilities will include: • Team management and direct supervision: Help onboard and train new team members, Monitor KPIs and team performance and provide coaching, when needed, Perform regular audits of your team members, Serve as a direct supervisor for a team of CSRs. • Customer service: Serve as back-up for team members, when needed, Serve as a back-up for the Customer Service Manager, when needed, Resource available for escalations, Monitor communication platforms for proper resolutions, Assist with overseeing the daily operations including: tracking metrics, assisting with cases and case escalations, and intervening when retraining issues arise. • Project Management: Diagnose issues, escalate to the right layer of management, and move to correct issue, Understand how SOPs need to change as new processes are introduced / business circumstances change, Assist with maintaining and updating SOPs, Identify patterns in successes and failures in processes and implement changes to processes to reflect this. • Cross-functional communication: Monitor communication between the customer service team and other departments and facilitate, when necessary.

🎯 Requirements

• Education experience : College or University degree, preferred • Work experience: 2 years of call center experience, 1 year of supervisory experience mandatory • High speed Wi-Fi connection • Must not have had any disciplinary actions regarding attendance, conduct and/or performance in the past 90 days, and must not be approaching such action.