Remote Customer Service Manager

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This is not a mass job posting. Only select, high-signal candidates are invited and recommended directly to hiring teams

Hiring Company: Sunny Health & Fitness

One-liner: Sunny Health & Fitness is seeking a Customer Service Manager who will be responsible for the continuous improvement of practices and leading the delivery of best customer service.

Salary: $20/hr - $50/hr

Why Join Us:

Role Responsibilities

• Maintain an expert understanding of Sunny products and operations to better understand the needs of the customer and the needs of the company

• Plans, coordinates, and assists with the daily workflow to achieve maximum productivity

• Oversee a team of customer service teams and ensure they are providing an exceptional customer experience

• Ensure customer part orders are shipped, accurately, in timely manner

• Monitor and oversee the Customer Service Team processes and quality

• Builds relevant solutions and product enablement support

• Review emails, chat, and phone call communications ensuring that company policies and ideals are upheld

• Resolve complex, escalated customer problems or disputes in a professional manner

• Coach and support team members to help them meet departmental goals

• Keep records and documentation of customers' interactions for training purposes

• Create monthly departmental reports to determine whether KPIs are being met and where there is room for improvement

• Constantly provide customer feedback to internal cross-functional teams to improve product and customer experience

• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service representatives

• Process customer returns and manage return inventory

• Improve customer service procedures, policies, and standards for the customer support department

• Review processes, propose efficiency improvements, and implement process improvements

Qualitications

Required

• Bachelor's degree required

• 5+ years prior experience in customer-facing roles

• Proven experience in a leadership role is required

• Effective verbal and written communication skills and excellent phone etiquette and elevated speech

• Must demonstrate strong analytical thinking skills

• Should possess strong problem-solving skills and the ability to make sound judgment calls

• Superior organizational and time management skills

• Knowledge of customer service programs and databases, or the ability to learn new software quickly