Customer Service Manager - Cherie Amour Inc.

Customer Service Manager

Cherie Amour is looking for a Customer Service Manager to join our Customer Service team. Our office is located in the heart of downtown Pullman, home of the WSU Cougars.

We believe that customer service is more than just answering questions - our team directly impacts business goals throughout the entire company. Our Customer Service Representatives are the main reason for our success and we want to set a standard of kindness and professionalism for our customers.

If you love helping others, solving problems, and building lasting customer relationships, this role is perfect for you! We are looking for someone who genuinely cares about customer support and the role it plays in our client's experience.

Responsibilities And Goals

• Manage the daily operations of the customer service department and staffing needs
• Set customer service goals for team members and help them reach those goals
• Strategize and help team meet important objectives and KPIs
• Work on weekly and monthly reports to track team performance
• Develop and supervise our Customer Service team by providing support, training, and relaying feedback and insight gained through first-hand experience with our clients.
• Track training needs, or other areas of needed improvement and provide critical feedback in a productive, respectful manner.
• Navigate and resolve conflicts with clients or amongst the team
• Manage team responses to customer inquiries via email, text, and live calls quickly and effectively.
• Handle escalated and critical issues when appropriate and be able to maintain composure while using defined processes, expertise and good judgment.
• Increase customer trust and satisfaction by providing amazing, personal customer support.
• Maintain a strong work ethic with a total commitment to success.

Experience And Requirements

• Excellent written and verbal communication skills
• 2+ years in customer support or service
• Previous management experience
• Experience mentoring and/or training others
• Effective time management, attention to detail, and strong organizational skills
• Critical thinking and problem solving skills are a must
• Proven experience with crucial conversations or escalated problem management

You'll love this job, if...

• You like making things easy and smooth for both customers and team members - If there's a bump in the road, you love to smooth it out!
• You are a natural leader and are comfortable receiving and giving constructive criticism.
• You are motivated and energized by interacting with and helping others. Empowering our clients is always a number one priority!
• You love learning new ways of doing things and growing in your position.
• You're a positive person that brings excitement and joy to the workplace.
• You bring solutions to the table, not just problems - however, you aren't afraid to notice and point out where mistakes are being made and how we can improve.
• You're comfortable with a little chaos and uncertainty in your position. We move fast and the tasks can change throughout the day. Sometimes we have to roll with the punches to ensure clients are well taken care of!

More About Us

We are a team of women who are empowered by positive change in the world. We strive to create a safe place for women to embrace their wildly beautiful, confident side and offer support on their journey to self-love and appreciation. From professional photography to women's lingerie and apparel, we are a multi-faceted team looking to provide the highest level of customer experience and satisfaction.

Does this sound like a perfect fit for you? Send us your resume - we'd love to chat!

Interested in joining our team?

Please submit your resume and look for a call from one of our Hiring Managers. We can't wait to meet you!