Customer Service Manager - Wine.com

The Customer Service Manager is responsible for managing the tactical strategy and execution of customer experience efforts, primarily through overseeing a team of remote customer service agents who provide frontline support to our customers. The manager must have proven experience managing a remote team, keeping the team fully engaged and aligned with the general customer service mission to provide excellent service. The manager will focus on performance, staffing, team culture, training and development, and communication among other priorities.

The Customer Service Manager must be a strategic thinker, analytics driven, problem solver with a strong customer focus. They will be a key contributor to the development and maintenance of Wine.com’s customer experience infrastructure and process. The ideal candidate will have proven ability to manage multiple projects, analyze, provide recommendations and work collaboratively.

Key Responsibilities

· Performance Management

•Weekly monitoring and tracking of key performance metrics: CSAT, Contact Rate, Abandon Rate, 1st Response Time

•Create and maintain a consistent performance guideline system across all team job levels

•Partner with HR to create a robust performance management plan and process that promotes a highly performing team through team coaching, recognition, and corrective action

· Staffing

•Help inform the staffing plan based on business needs

•Lead and partner with HR on the team’s recruiting, hiring and onboarding needs

•Design a best-in-class onboarding, training and offboarding process for the team

•Support 3rd Party staffing agency with staffing and scheduling plan

· Communication

•Compose weekly CS & Recs newsletter providing key metrics: CSAT, Contact Rate, First Response Time, Abandon Rate and Tickets per Hour.

•Communicate business performance, company updates in quarterly team meetings

· Team Culture

•Actively create and foster a high performing team culture

•Develop engagement activities for team

•Build strong working relationships and maintain morale across a remote team

•Develop a team recognition program

· General

•Training and informing team about the latest updates, products and services offered by the company

• Create, update and review all KB articles with team

• Work with other Customer Service Managers to oversee our network of agents, ensuring fast turnaround times and high-quality customer service throughout the network

• Serve as the voice of the customer internally, providing feedback on customer pain points and working cross-functionally to improve the customer experience

• Ensure all LOB’s are being addressed timely and functioning to address a seamless customer experience

• Refunds and Returns – increased involvement with process and the AR Team.

• Queue Management

• Approve work assignments

• Stay in touch with day to day

• Coach Supervisor and Leads on Queue Management opportunities that will create a seamless customer experience

· Other duties and priorities as business dictates or as assigned

Qualifications

· Bachelor’s Degree in Business, Management or related field plus 3-5 years customer service experience

· HS Diploma plus 8 years customer service experience

· 1-2 years management experience, ideally in the customer service space

· Excellent written and verbal communication skills

· Ability to provide and inspire from team exceptional customer service

· Exceptional communication skills

· Ability to multitask in a fast-paced organization

· Attention to detail and strong organizational skills

· Proficient in Microsoft Office products and Excel

· Positive, energetic, engaged approach to your work

· Strong data literacy; able to turn numbers into actionable improvements

· Proven project management skills

· Content and training experience preferred

· ERP, Zendesk systems knowledge a plus

· Must have fast and reliable internet connectivity

About Wine.com

Wine.com is the leading online wine retailer. Our mission is to promote the wine lifestyle through innovation by providing customers with selection, guidance, convenience, and value not common in stores. Located between California’s wine country and Silicon Valley, we’re passionate about using technology to offer the world of wine at your fingertips. Unique in its industry, Wine.com owns a proprietary network of wine fulfillment centers which delivers in one or two days to most of the country. For more information, visit our website at www.wine.com.