Customer Service Manager

Description:

RCI Off Road, headquartered in Loveland, Colorado, is a premier manufacturer of aftermarket truck and SUV accessories. We are deeply committed to our craft and take immense pride in engineering and manufacturing innovative solutions that exceed customer expectations. Every product we create is meticulously designed and rigorously tested to ensure its quality, durability, and performance. We are looking for a qualified Sales and CS Leader to join our dynamic team.

The purpose of the Sales and Customer Service Department is to provide best in class service that will support our customers. The Team Lead provides general support as needed, as they relate to order support, process support, training support, etc. As Customer Service Manager, you are responsible for ensuring that the Sales and CS Departments are delivering on KPI’s and revenue goals, helping in the contact center when needed to ensure that we can achieve our goals, fielding complaint escalations and assisting with training for new hires and ongoing training in the department.

Daily Responsibilities:

• Serve as a team lead, ensuring we meet or beat service level goals and address any customer escalations.
• Preparing performance reports for leadership team, outlining results, wins and opportunities that could be addressed.
• Responsible for ensuring all agents are logged into phones and chat as scheduled.
• Responsible for daily/weekly creation of assigned tasks for agents and ensuring all agents are completing assigned tasks as scheduled
• Responsible for ensuring order management activities are completed (i.e. Orders stuck in Netsuite, etc.)
• Support the Sales and Customer Service Team through effective problem solving, training, and balancing team interactions. This includes complaint resolution and general sales support.
• Set an example of leadership in your immediate and cross functional teams.
• Organize workflow to meet customer deadlines.
• Facilitate training for new hire agents and participate in ongoing developmental training. Identify and communicate any further training areas of opportunity for the team.
• Manage customer communications professionally, efficiently and with excellent communication skills.
• Attend to customer questions, complaints and concerns immediately, and facilitate a satisfactory resolution.

Requirements:

• Enthusiasm and profound knowledge of the off-roading and overlanding marketplace, and enthusiast trends.
• A customer-oriented approach with the ability to handle stressful situations calmly and professionally.
• High school diploma or equivalent; further education or certification is a plus.
• Proven work experience as a Customer Service Manager, CSR or similar role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft or Google Office Suite and ability to quickly learn new software, including Slack.
• Excellent organizational skills with the ability to multitask.
• Unrelenting desire to serve customers
• Technical automotive repair/maintenance experience
• Excellent oral and written communication skills
• Professional phone etiquette
• Ability to work in a team environment

What does Success Look Like?

• Providing every customer with a best-in-class experience!
• Meeting or beating service level goals
  • 5% Phone abandonment rate
  • 7 Hour email response time
• Living by our values in all that you do.
  • Communication – Transparency – Collaboration – Trust – Respect - Accountability
• Ensuring that we make lasting, positive impressions with every customer that we interact with to drive brand loyalty and trust.

This position is based on-site in Loveland. Contribute to our pursuit of excellence and innovation by applying now. Submit your resume and a cover letter outlining your relevant accomplishments and experiences.