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Customer Service Manager

****No phone calls about this position****

If you’re interested in working for a forward thinking eCommerce company with a great culture and office vibe, CCAW Automotive Group is looking for a Service Manager who can help lead our service team to the next level. 


YOUR MISSION as the Service Manager
Help the service team exceed customer and supplier expectations. Improve team member goal attainment through coaching and mentoring. Foster a culture of continuous improvement and “thinking outside the box.”
  

YOUR WORK DAY: The kind of stuff you’ll do

  • Monitor team productivity via KPIs and metrics.
  • Coach – Help team achieve goals by fostering a culture of incremental continuous improvement.
  • Player – Help team execute when ticket volume is high or team members are absent.
  • Observe calls, review customer feedback, etc… Coach team on ways to improve quality of customer interactions.
  • Resolve service tickets requiring higher authority for resolution.
  • Run daily team meeting to review metrics and identify roadblocks.
  • Run weekly continuous improvement meeting where processes are reviewed and updated.
  • Identify areas where processes do not exist. Create and implement processes to fill gaps.
  • Work with partner account managers (eBay, Amazon, Paypal, Fedex, etc…) to resolve unique situations and complex customer issues.

MEASURING YOUR SUCCESS: How do you know you’re successful?

  • Service team will meet or exceed all metrics and KPIs.
  • Customers will post positive feedback about their purchasing experience.
  • Service team processes are current and reflect how tasks are executed.
  • CCAW team members will enjoy working with you. Team members will say things like “Jane/John is a go getter who we can always count on.” “Jane/John makes this a great place to work by constantly thinking outside the box and looking for improvement opportunities.”  

REQUIRED SKILLS: What skills will you need to bring?

  • 2+ years of experience managing inbound and outbound service teams.
  • Motivated to attain goals and metrics.
  • Demonstrated ability to coach individuals, foster a team culture of continuous improvement and hold team accountable.
  • Self-starting and highly motivated with strong problem solving skills.
  • Ability to communicate in a clear, logical and concise manner in a written and verbal manner.
  • Highly organized and detail-oriented.
  • Ability to wear multiple hats and consistently execute at a high level.
  • Ability to document processes and review processes created by team.
  • Bachelor’s Degree.

PREFERRED SKILLS: What skills would help you be more successful?

  • Active HDI member.
  • Experience managing virtual service teams.
  • Working knowledge of eCommerce marketplaces, including Amazon, eBay, Jet, etc…
  • Experience using cloud based VOIP phone systems.
  • Experience using cloud based software (Google G Suite, Asana, Netsuite, Salesforce, Microsoft Dynamics, etc…).
  • Experience creating training and onboarding materials from scratch.

BENEFITS: What will CCAW Automotive Group bring?

  • Awesome Buckhead Atlanta office in Atlanta Tech Village with great environment.
  • Free gym with weekly group fitness classes.
  • Free lunch every Friday.
  • Awesome free amenities including snacks, drinks and beer (must be 21+).
  • Ping-Pong, shuffleboard and Razor scooters.
  • Casual dress daily.
  • 5 min walk from MARTA station. Discounts on monthly passes. 
  • $50 monthly contribution towards commuting costs.
  • Significant portion of medical and vision insurance covered by company.
  • Short-term disability, long-term disability and life insurance 100% covered by company.
  • Paid time off.

NO PHONE CALLS about this position.

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