AutoAnything, a San Diego-based, rapidly expanding, leading e-commerce company, merges the high-speed lane of custom automotive parts and accessories with cutting-edge internet technology and top-notch customer service. Our adherence to sound business principles, entrepreneurial style, knowledge of the competitive landscape and innovative business model has allowed us to excel in the industry since 1979. AutoAnything is currently ranked #204 in the Internet Retailer Top 500 Guide of e-Tail companies. Much of our success in the market can be directly attributed to the energy, dedication, passion and inventiveness of our team. We are looking for a Customer Service Manager to join the Team as a key member at the highest level!
The Customer Service Manager is responsible for the direction and culture of their team by leading individual and team performance, providing coaching and development, maintaining outstanding customer satisfaction, monitoring key performance indicators (KPIs), and serving as the point of contact for escalated issues. Duties and responsibilities include but are not limited to the following:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leading and developing a team of 20 -25 call center specialists, chat agents, and back office correspondence representatives.
Drive a performance management cycle consisting of monthly performance reviews, goal setting, and follow up.
Integrate quality as a critical cultural component by providing feedback with substance and follow up.
Inspire and develop the team through motivation, trust, and inspiration.
Recognize and reward top performers, while maintaining fairness through accountability.
Setting and meeting performance targets for productivity, quality and service levels.
Establish and maintain strong relationships with the vendor network affiliated with AutoAnything.
Maintain all administrative records such as attendance logs, performance appraisals and counseling.
Communicate department policies and procedures to the team and ensure compliance. Follow up and take necessary corrective action when needed.
QUALIFICATIONS:
Multi-channel experience including voice, chat, and email correspondence.
Demonstrated knowledge of call center best practices including scheduling, adherence, and ACD KPIs.
Experience with operational aspects related to chat.
Familiarity with general principles of workflow within an ecommerce environment.
Ability to perform in a multi channel high volume environment.
Ability to adjust priorities and manage time wisely in a fast-paced environment.
Ability to communicate in a clear, concise, understandable manner, and listen attentively to others.
EDUCATION AND EXPERIENCE (INCLUDING CERTIFICATIONS):
Bachelors Degree (preferred)
Must have 4 years related Manager experience or above
eCommerce experience a plus
Ability to train, coach and develop staff
The successful applicant should be a bright, highly energetic, self-motivated, enthusiastic, innovative and intelligent thinker. AutoAnything seeks to combine a progressive, stimulating, supportive and upbeat work environment with total professionalism aimed at efficiency and rapid growth.
We offer a substantial starting salary, generous PTO, matching 401k plan, medical/dental benefits, EAP, FSA, LTD and Supplemental insurance. This is a superb opportunity to build a career in a cutting edge rapidly growing company. To view our website, please visit us at www.autoanything.com.
If you feel you meet our profile and you are excited about the opportunity, please email your resume along with compensation history to careers@autoanything.com. Sponsorship not available at this time. Principals Only. No Phone Calls. EOE.
- Location: Kearny Mesa/San Diego
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.