Our overall goal is simple: Provide a world-class customer experience. We achieve this through four critical channels: 1) the customer sales experience; 2) product excellence; 3) first-class delivery experience and 4) customer communication and service/support throughout and post-delivery.
Charles P Rogers & Co. is looking for a Customer Service, Team Manager to lead our remote-based customer service group to provide five-star customer service. You will be responsible for the coaching, development, performance and engagement of your associates. Success will be based on customer feedback, online ratings and service and economic metrics.
As a leader you will be an expert in articulating the Charles P Rogers products, mission and deeply understand the expectations of the CPR CS Contact Tenets; you will ensure your employees understand the important role they play in living the Contact Tenets and how their role supports the CPR's success.
Additionally, you will be responsible for integrating, implementing and developing Zendesk and Trustpilot applications for the benefit of the company its employee—and ultimately our customers (Strong IT skills required).
You will create and use quantitative and qualitative data (via ZenDesk) to identify strengths and improvement points in order to coach our service team and celebrate their success. You will need to engage constantly with your team, be approachable and provide continuous positive and constructive feedback in order to build a successful group of independent high-achieving customer service team members.