POSITION SUMMARY
We are seeking a dynamic Client Support Manager to lead a team of remote Support Specialists, ensuring an exceptional level of customer service is provided during all incoming and outbound client calls, emails and web form inquiries across the organization. Key responsibilities include analyzing performance metrics, managing scheduling for optimal support coverage, leading outbound sales initiatives, and coaching and developing remote team members to maximize lead conversion, client loyalty and retention. This individual should be eternally optimistic, possess impressive communication and sales skills, and have a passion for connecting with and serving others.
ABOUT THE COMPANY
We are Slick Rock Tanning & Spa, we provide state-of-the-art sun, spray & spa services and we are growing by the day. We are dedicated to helping our clients radiate confidence through affordable, state-of-the-art wellness services. Our mission extends to supporting our team members in achieving their personal, professional, and financial goals. Our core values – transparent, inspirational, aligned, accountable, results-orientated, and disciplined – are the backbone of our business and guide our hiring process.
OBJECTIVES
- Ensure Excellence in Customer Service: Uphold the highest standards of service across all client interactions, including calls, emails, and web form inquiries, ensuring Support Specialists comply with company guidelines on service quality.
- Monitor Team Interactions and Provide Feedback: Regularly review calls and other correspondence between Support Specialists, salon team and clients to ensure quality control, assess team effectiveness, identify areas for improvement, and provide constructive feedback.
- Manage and Optimize Team Performance: Analyze performance metrics to assess team effectiveness, prepare weekly reports summarizing performance, and identify areas for improvement.
- Coach and Develop Team: Continuously train and develop team members in customer service, sales techniques, and product knowledge to maximize their potential and enhance client retention.
- Ensure Optimal Coverage and Schedule Management: Maintain adequate staffing and plan team schedules to ensure comprehensive support coverage during all business operating hours, accommodating peak times.
- Lead Outbound Sales Efforts: Drive outbound sales initiatives focusing on effective lead conversion to boost revenue and expand the client base.
- Expert Handling of Escalated Inquiries: Act as the highest point of contact for escalated client issues, ensuring complaints are resolved promptly and to the client’s satisfaction.
- Maintain In-depth Product and Service Knowledge: Ensure that Support Specialists are continuously informed about changes to company products, services, and policies to keep the team updated and knowledgeable.
- Foster Seamless Communication: Facilitate effective communication and collaboration between the support team and other departments to ensure alignment and unified service delivery.
- Drive Continuous Improvement: Identify opportunities to update or improve customer service procedures, make recommendations, and implement strategies focused on enhancing the quality of service and operational efficiency.
- Champion Company Values and Mission: Actively promote and embody the company’s values and mission in all client interactions and team management practices, ensuring remote team members are aligned with the company culture.
- Manage Point-of-Sale Software for Accuracy: Oversee the operation and functionality of the point-of-sale software, ensuring all parameters are accurate and data integrity is maintained.
- Other Duties as Assigned: Be adaptable and prepared to take on additional responsibilities as needed to support the evolving needs of the business, ensuring flexibility and responsiveness within the management role.
COMPETENCIES
- Exceptional Communication Skills: Ability to clearly and effectively communicate with clients and team members, both verbally and in writing, ensuring clarity and understanding in all interactions.
- Strong Leadership and Team Management: Proven ability to lead and manage remote teams, inspiring and motivating staff to achieve high performance and meet service standards.
- Customer Service Excellence: Deep understanding of what constitutes exceptional customer service, including the ability to anticipate customer needs and exceed expectations.
- Sales Acumen: Strong skills in sales, with the ability to coach team members on sales techniques and lead by example in outbound sales initiatives.
- Conflict Resolution and De-escalation: Expertise in handling difficult situations and customer complaints, with a calm demeanor and effective de-escalation techniques.
- Analytical and Problem-Solving Skills: Capability to analyze performance data, identify trends, diagnose issues, and develop effective solutions to enhance service delivery.
- Technological Proficiency: Comfort with using and managing technology, including point-of-sale systems, customer relationship management (CRM) software, and other tools relevant to remote team management.
- Adaptability and Flexibility: Ability to adapt to changing business needs, handle multiple priorities, and remain flexible in various situations.
- Execution and Good Judgment: Ability to make sound decisions under pressure, demonstrating practical and effective judgment that aligns with company goals and client needs.
- High Level of Professionalism: Maintains a professional demeanor at all times, setting a standard for the team and ensuring all interactions are handled with respect and integrity.
- Critical Thinking: Strong capability to engage in complex problem-solving, analyze situations thoroughly, and devise innovative solutions that enhance operational effectiveness and client satisfaction.
- Organizational and Planning Abilities: Strong skills in scheduling, planning, and resource allocation to ensure optimal staffing and service coverage at all times.
- Cultural Competence and Team Inclusion: Commitment to fostering an inclusive workplace culture that values diversity and integrates remote team members into the organizational fabric.
EDUCATION AND EXPERIENCE
- Bachelor’s degree in Business Administration, Hospitality Management, Communications, or a related field preferred.
- 2+ year sales experience required, preferably over the phone.
- 2+ years in a managerial role required.
- 1+ years managing a remote team required.
- Experience in Hubspot Service is preferred.
- Experience in customer service management, particularly in a call center setting, is helpful.
- Proven experience leading and developing teams, especially remote teams, is crucial.
- Experience in conflict resolution and customer complaint management, with a strong track record of de-escalating situations and retaining clients.
PHYSICAL REQUIREMENTS
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 lbs at times.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Slick Rock Tanning & Spa recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.
If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to admin @slickrocktanningspa.com. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.
Job Type: Full-time
Pay: $20-24/hr + incentive pay
Benefits:
- 401k retirement
- Health insurance
- Paid time off
- Free tanning & spa services
- Employee discounts
- Professional training & development
- Community service opportunities (Habitat for Humanity, 2nd Harvest, Scraps, Blessings Under the Bridge, etc.)
- Team events (BBQs, Silverwood, Bloomsday, rock climbing, etc.)
Physical setting:
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Supplemental pay types:
Ability to commute/relocate:
- Spokane Valley, WA to start, will be relocating office to Post Falls, ID within a few months: Reliably commute or planning to relocate before starting work (Required)
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Last updated on Oct 26, 2024