Customer Service Manager ePromos.com
THIS JOB HAS EXPIRED Description
One of the fastest growing promotional product companies in the US, ePromos is looking for a Customer Service Manager to lead, manage and mentor the ePromos Customer Service/ Sales Concierge (SC) team. As an ambassador of culture, strive for and create an ?It doesn?t have to feel like work? environment that supports ePromos mission and core values.
The SC team is often the first point of contact for many new prospects and lapsed customers. It is the mission of the Coach to develop a quality driven team that offers a versatile and robust client experience that instills promo know-how in every conversation, creates customer confidence and improves conversion and retention rates.
80% of time as a Coach 20% of time administrative
As a roaming leader and mentor on the SC sales floor, accountable for team performance, quality, productivity and conversion rates.
Bring an entrepreneurial spirit to the role by piloting scripts, voicemails and email templates to determine the highest conversion rates.
Manage the lead queue, capacity planning for all outbound campaigns and completion of daily inbound leads within SLA?s.
Ensure contact strategy being followed for all initiatives and validate that contact strategy is delivering optimal results.
Write and test custom scripts to engage prospects that provide situational fluency so SC?s can speak confidently about each product category and industry vertical.
Collaborate with Marketing team on campaigns and promotions.
Perform one on one coaching sessions where KPI?s are reviewed and performance is measured.
Monitor SC calls and identify skill gaps and work with Sales Training Manager and coach accordingly.
Set up a LivePerson Chat schedule and make sure reps are adhering to their set schedule.
Monitor Chat transcripts for quality and assurance and for training purposes, and work with Sales Coaches and Sales Training Manager to resolve issues
Effective written and verbal communication skills.
Impressive vocal presence and professional phone etiquette
Organized and strong attention to detail.
Excellent time management skills and proven ability to work with competing priorities.
Self-motivated with the ability to multi-task many projects simultaneously in a fast-paced environment.
Education and Qualifications:
Bachelor's Degree or work experience equivalent.
3+ years of of inside sales, call center and/or customer service experience.
1+ year of supervisory or Team Lead experience.
Online chat experience.
Proficient in Microsoft Office Suite.
Have you ever seen a baseball cap, golf ball or umbrella with a company logo? Then you?ve seen our products! We are leaders in the $19 billion promotional products industry. We are ePromos - the promo know-how people. Whether it's corporate gifts, tradeshow giveaways or awards, our personalized merchandise is used by tens of thousands of companies and organizations to promote themselves and drive home their message. In today's hectic world of information overload, tangible promotional products are one of the most effective forms of advertising. Our unique blend of technology and inspired employees creates a value proposition that keeps our satisfied customers coming back to us over and over again. In addition to our outstanding "promo know-how" our website, www.epromos.com has been recognized with eleven Best Website Awards from Promotional Productions Association International. We are also recognized as an Inc. 5000 company. We are a great team of fun loving, hard working professionals in a casual and creative work environment.
Compensation and Benefits:
Salary commensurate with experience. An attractive, comprehensive benefits package includes medical, dental, vision, short term/long term disability, term life insurance, a 401(k) plan, paid vacation, and numerous company celebrations. We have been recognized as an ASI Best Places to Work Company.,
THIS JOB HAS EXPIRED