About this role
Role Overview
- Provide directional focus and manage performance activities of the Customer Service Team
- Oversee daily coordination of work processes
- Field customer calls and chats
- Review support requests for warranty, returns, ship damage claims, installation support
- Monitor KPI and SLA reports to assess team performance
- Conduct interviews and provide recommendations on selections
- Prepare and communicate performance appraisals
- Review live and recorded calls for quality assurance
- Provide technical guidance on product inquiries
- Coordinate training activities for team
- Maintain business relationships and study competitor pricing policies
Requirements
- Bachelor’s degree is preferred
- 2 years of supervisory or management experience is preferred
- 1+ years of experience that require knowledge of fulfillment processes and procedures is preferred
- Ability to foster teamwork
- Proficiency with multilateral computer systems and technology
- Ability to resolve conflict with ease and compassion
- Ability to build relationships with vendors and carriers
- Flexible schedule with availability to work weekends and holidays
Benefits
- Medical, dental, and vision coverage
- Company-paid life insurance and disability
- 401(k) with company match
- Wellbeing days
- Parental leave
- Educational reimbursement
- Referral bonuses
- Exclusive employee discounts on RealTruck products