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Customer Service Assistant Manager
Location:
American Fork, UT
Description:
JOB OVERVIEW: Beaches Tanning Center is looking for an outgoing, confident professional to fill the role of Customer Service Assistant Manager in our corporate office. This role is responsible for implementing workflow procedures based on the direction of the Manager, to support the Manager in planning and executing Customer Service functions. The primary function of this role is supervising employees' day-to-day tasks, providing customer support in escalated situations in addition to providing support and training in excellent customer service skills, and managing the overall workflow of the department. This position will also work closely with the Customer Service team members to provide training and coaching as needed and report back to the Manager with pertinent information and feedback relating to the department. The Customer Service Assistant Manager will also be responsible for assisting store employees with customer issues and help the employees with any problems and/or training. This role requires the ability to handle stressful situations, think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner. KEY RESPONSIBILITIES: Supervise the customer service team and train staff members to provide the highest standards of customer service Ensure that all customer service procedures and company policies are maintained by managing "U" system and other tools to do so Address all complaints and questions from customers and staff via phone and email, always in a professional and polite manner and escalate any calls and/or situations the Customer Service Manager as needed Ensure all customers receive timely responses to emails and voicemails Ensure customer service issues are resolved in a timely manner With the direction of the Manger, help support, coach, and encourage team and staff in the sense of customer service Work mostly in the Customer Care inbox dealing with more challenging situations and providing a resolution that follows the Beaches standards with the customers' needs as a priority Assist the Manager as needed with refunds Accurately document issues and concerns Help gather and prepare accurate reports with the Manager delivered on time on the 1st of each month by 10am for payroll processing Have excellent communication with store managers and Customer Service employees Make outbound calls to customers to verify account information and keep account balances current Accurately cancel and freeze Beach Club memberships Be willing to work flexible hours on the last day of the month Support the Customer Service Manager in all company matters Offer innovative ideas to improve customer experience Oversee and delegate Beaches Bucks distribution, secret shoppers, Swag, along with updating referrals and adjusting tan plans when asked by HR Ensure accuracy and legitimacy on store monthly report cards and Same Month Cancels/U's and send to the Manager on 1st for final review and approval for payroll Help the Manager prepare and plan for monthly manager meeting including PowerPoint presentation, prepare any printouts for store folders Run daily EFT reports and send numbers to C.O.O. by 9:30am each morning Ensure all chargebacks are managed the correct way and in a timely manner Accurately keep track and document same month cancels and accounts not signed up properly Work with marketing to resolve customer reviews and manage ways to bring more traffic into the salons through customer service and complimentary reviews Perform and delegate monthly audits such as Underage Tanner Audit and Comments Report Become Acting Manager when Customer Service Manager is out of the office and abide by all policies and procedures relating the customer service and the Company as a whole GENERAL SKILL AND COMPETENCIES: Capacity to work calmly under pressure Active listening and empathy Excellent communication skills, written and verbal Ability to multitask, prioritize, and manage time efficiently Excellent attention to detail and accuracy Problem solving and critical thinking skills Professional appearance and behavior Self-motivated and self-directed Comfortable in both a leadership and team-player role Customer service oriented and ability to work with and resolve complex customer issues in a timely manner Demonstrate leadership skills and lead by example Establish productive working relationships with all levels within the organization Adhere to company policies and demonstrate an elevated level of integrity REQUIREMENTS: High school diploma/ GED required 2-3 years customer service experience with 1 year minimum of supervising experience Strong computer and software knowledge Reliable and honest Natural leader with proven management skills Must be able to work at least 40 hours a week with some flexibility Job Posted by ApplicantPro
Company:
Beaches Tanning Center
Posted:
January 25 on ApplicantList
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More About this Listing: Customer Service Assistant Manager
Customer Service Assistant Manager is a Customer Service Assistant Manager, Customer Service Representative Job at Beaches Tanning Center located in American Fork UT. Find other listings like Customer Service Assistant Manager by searching Oodle for Customer Service Assistant Manager, Customer Service Representative Jobs.
Customer Service Assistant Manager is a Customer Service Assistant Manager, Customer Service Representative Job at Beaches Tanning Center located in American Fork UT. Find other listings like Customer Service Assistant Manager by searching Oodle for Customer Service Assistant Manager, Customer Service Representative Jobs.