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Customer Service Manager

Company: Cariloha
Location: Sandy
Posted on: March 18, 2023

Job Description:

About Cariloha:Cariloha is an omni-channel brand focused on soft and sustainable bedding, clothing and bath goods made from eco-friendly bamboo. Driven by a comfort and eco-conscious lifestyle, Cariloha joined the Style of the Caribbean with the Spirit of Aloha to provide the best in sustainable luxury. Since 2007, Cariloha has grown to become the only brand in the world to provide an entire showroom experience that's completely merchandised with bedding, bath, and apparel made of eco-friendly viscose from bamboo - it's A Comfy Way to Save the Planet---. Inspired by the essence and energy of the islands, Cariloha blends style and self-expression into every piece of bedding, bath, and clothing it makes. Special care is taken to drape customers in soft, sustainable, naturally breathable fabrics that leave them experiencing tranquil days in paradise time and time again. Cariloha's pineapple icon is the ultimate symbol of the islands - it represents our culture and connection to where we got started - and to our namesake Cariloha - the style of the CARIbbean meets the spirit of aLOHA. By turning self-replenishing, rain-fed bamboo fields into ultra-soft bamboo fabrics, Cariloha offering an exclusive collection of bedding, apparel, active wear, and bath goods made from soft, cool, clean and green bamboo.Thanks to an ever-growing, rich supply of bamboo, Cariloha is actively becoming a completely carbon neutral company and has a growing fleet of showrooms in 16 countries - all offering premium vacation-inspired comfort and enjoying the soft touch and green footprint of this sustainable resource. Compensation and Perks:-- Salary dependent on experience. Range: $60,000 - $72,000.-- Medical -- Dental -- Vision -- Life -- 401(k)-- PTO-- Gym Membership Options-- Rewarding Recognition Programs - includes weekly and monthly monetary rewards, and five annual $2,500 Live Your Dream rewards for outstanding employees-- Generous Product Discounts for Employees-- Annual Product Giveaways-- Frequent Company Parties-- Fully Stocked Kitchen and Frequent Catered MealsResponsibilities: Customer Service Manager has the following responsibilities and duties:-- Recruit, hire, train, and manage Customer Care Specialists.-- Procure third party resources such as white glove services, extended warranties, CRM, survey, etc. -- Schedule work-week calendar for Customer Care Specialists-- Manage customer service staff, communicate job expectations, and perform appraisals and job reviews.-- Establish customer service policies and procedures-- Improve customer service quality results by establishing, communicating, and measuring key performance metrics.-- Conduct surveys to measure customer satisfaction. -- Contribute customer service information and recommendations to strategic plans and reviews.-- Audit customer service procedures and trends and determine system improvements.-- Determine customer service requirements by maintaining contact with customers and visiting operational environments.-- Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.-- Enforce company policies and procedures and manage department budget.Requirements:Customer Service Manager should have the following skills, education, and experience:-- Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience-- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner-- Able to multitask, prioritize, and manage time efficiently-- Encouraging to team and staff; able to mentor and lead-- Eager to expand the company through your efforts and the efforts of the Customer Service team-- Able to analyze data and sales statistics and translate results into better solutions-- Excellent leadership & communication skills-- Conflict resolution and de-escalation -- Self-motivated and self-directed-- Experienced at compiling and following strict budgets-- High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred-- Previous experience in customer support, client services, sales, or a related field-- Excellent at communicating over the phone and handling phone systems-- Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software-- Excellent time management and prioritization skillsPI205960746

Keywords: Cariloha, Sandy , Customer Service Manager, Hospitality & Tourism , Sandy, Utah

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