North Country Fire Hiring for Inbound Call Center Sales/Service Manager Full Time

Introduction:

We are a nationally recognized online retailer searching for a motivated and experienced Sales Manager to assist in leading our customer service and sales department with a focus on customer success. This leader will collaborate and cooperate with other managers to carry out the company’s initiatives involving customer service performance. This role will focus primarily on coordinating daily operations during shifts, as well as fill in their roles.

To qualify for the role, the ideal candidate will have proven experience leading a team, is punctual, detail oriented, and possess the personality traits to accomplish our company’s initiatives. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership, directiveness, and interpersonal skills.

Expectations:

This candidate is someone who will:

Grow with the company;

Be on call during call center hours (Monday through Friday 9:00 AM ET – 6:00 PM ET) in case of emergencies; and

Communicate and collaborate with the Senior Sales Manager.

Daily Responsibilities and General Duties:

• Manage and monitor multiple communication channels seamlessly (phone, web chat, email, etc.) as well as oversee and manage any escalated customer service issues and resolve all customer disputes in a timely manner.

• Delegate multiple genres of Tasks throughout your shift to customer service agents appropriately with strategic consideration.

• Implement and enforce production, productivity, quality, and customer-service standards established by senior management to all current and new employees.

• Accommodate any shift changes whenever any issues arise, and fill in their roles whenever necessary.

• Prepare, plan, enforce and communicate job expectations and company policy and procedures to all employees while closely monitoring and analyzing their performance involving these expectations, including but not limited to, customer satisfaction achievement, recording customer data, omni-channel availability, attention to detail, Salesforce record pipeline, multiple communication channel management, and order fulfillment.

• Implement new processes with the team, and closely monitor their performance, and provide training when necessary.

• Oversee and hold all customer service representatives accountable for their performance by monitoring, planning, reviewing and initiating corrective actions on a regular basis.

• Execute, analyze, and manage customer service processes as well as maintain accurate records and document all customer service activities and discussions working in conjunction with CRM SalesForce.

• Oversee opening and closing of the call center.

Qualifications, Requirements, and Skills:

• Proven supervisory experience or experience in a lead position.

• Highly skilled written and verbal communicator with excellent presentation skills.

• Outstanding organizational skills.

• Team-oriented and cooperative.

• Customer orientation and ability to adapt/respond to different types of characters while remaining professional.

• Ability to multitask, prioritize, and manage time effectively and efficiently.

• Strong decision making skills, customer service skills, and execution of new processes.

• Strong understanding of management practices and techniques.

• Excellent leadership and interpersonal skills.

This job is ideal for someone who has the following personality traits:

An outward and growth mindset;

A high sense of urgency;

Enjoys embracing change; and

Determined to execute solutions.

Benefits and Salary:

Starting at $45,000 depending on proven skills and experience.

100% Employer Paid Health, Vision, and Dental.

PTO/Sick/Personal/Vacation Days earned upon date of hire.

Federally recognized paid Holidays plus additional company days off around Christmas.

Gym membership.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• North Conway, NH 03860: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location