Job Description

The Customer Service Manager provides excellent customer service by leading and motivating the customer service team to increase customer experience quality. This position has a thorough understanding of both the customer and business needs and can come up with solutions that are beneficial for both and conveying that leadership to the Customer Service team to execute. The Customer Service Manager develops standards, improvements, or changes to processes by challenging the status quo. This role ensures that project and department milestones and goals are met and adhering to approved budgets.

Rally House Overview and Benefits

Rally House is a specialty retail store that specializes in all things local! We are looking for passionate team members who are ready to share their love for their favorite local teams and attractions! We currently operate 150+ stores nationwide, with more to come, and we want you to be a part of our growth. You will enjoy an exclusive store discount when you join our team, as well as a competitive benefits package with flexible PTO, 401k match, and parental leave. We don't just provide jobs, we provide careers.

Responsibilities

• Enable the service team to be customer-centric and provide an amazing experience, and doing so by keeping the team accountable and removing roadblocks
• Understands Rally House and is able to step in on escalated customer issues that the team is unable to resolve
• Measures and reports to other stakeholders regarding the efforts and successes of the customer department
• Continues to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
• Sets goals for the team and checks progress
• Oversight and management of hiring and performance management of the Customer Service team
• Develops, creates and implements innovative solutions to gather customer feedback and effectively leverage that feedback to provide future programs and solutions for continuous improvement

Skills and Knowledge

• Ability to successfully lead and manage a remote team
• Superior knowledge of management methods and techniques
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to provide a clear path to achieving results
• Ability to think critically; demonstrates robust problem solving and decision-making abilities
• Excellent project management and prioritization skills, delegates as needed, within an ever-changing environment
• Business English usage, spelling, punctuation, and grammar; premium client-facing and communication skills
• Conflict resolution techniques for both customers and team members
• Versatile in all Microsoft Office software applications
• Knowledgeable in Customer Relationship Management (CRM) software – NetSuite experience a plus
• Well versed in Call/Chat Contact Center system software
• Ability to process team payroll, and handle corrective action forms as needed
• Ability to forecast team headcount/hours needed based on sales projections

• 
  Bachelors degree in Business Administration or related field, or equivalent experience
• 2 years experience in a call center environment manager role
• 5 years experience in customer service or as a Store Manager in retail
• 3 years experience with customer service software, databases, and tools

Physical Requirements

Required to stand or sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Occasionally required to stoop, kneel, bend, crouch and lift as much as 10 pounds to configure computer equipment.