Customer Service Manager

Experience Architects LLC

South Orange County California


3 year(s)
Full-Time
N/A


Job Description
Want to work at a fun, growing company lifestyle bicycle company with tons of growth potential? If yes, then Experience Architects LLC, is the company for you. We are a leader in e-commerce bicycle sales with a focus on recreational bicycles like cruiser, comfort and hybrid bikes.

We own several brands including, sixthreezero, A/O Womens Bikes, Beachbikes and Firmstrong. Currently headquartered in Orange County California. We are a young company looking to blaze a trail in online sales of bicycles. We are driven to innovate e-commerce bicycle sales becoming the leader in the space.

We are committed to the highest level of Customer Experience. Our driving core values of Go Beyond and Do What It Takes summarize how we approach our customers and their needs. We stop at nothing to ensure our experience is 5 star.

This position will be responsible for overseeing a team of 10 - 20 customer service team members. They will manage the team to expected KPIs, train, and mentor team members. Customer inquiry topics include general bicycle questions, assembly questions, warranty needs, and repairs to name a few.

Roles and responsibilities include:

• Lead a team of customer service staff
• Staff recruitment and appraisals; train staff to deliver a high standard of customer service
• Analyze statistics or other data to determine the level of customer service team is providing
• Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Develop customer service procedures, policies and standards for the customer service department
• Communicate with customers by telephone, email and video chat
• Handle all escalated issues passed on by customer service team members
• Meet with other managers to discuss possible improvements to customer service
• Learn about Experience Architects products or services and keep up to date with changes
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Goals:

• Achieve 4.5 Trust Pilot Score
• Manage response time of less than four hours for all inquiries
• Manage all warranty claims in less than 48 hours
• Manage all return request in less than 24 hours

Requirements:

• 3+ year of previous customer service required, preferably in bicycle industry but not required
• Bicycle mechanics knowledge a plus
• Understanding of bikes, components and general repair and assembly of a bicycle a plus but not necessary
• Must have prior experience with Zen Desk
• Must be proficient in Google Docs and Spreadsheets and also Microsoft Office
• Must be proficient in video conferencing software Google Hangouts and Zoom
• Type 50+ words a minute
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Excellent verbal, written communication and decision making skills
• Excellent organizational skills and outstanding attention to detail
• Ability to thrive in a fast paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities

Benefits:
• Simple IRA Plan Available
• Health Insurance Company Contribution

This job will start out working remotely, with visits to our warehouse on an as needed basis. Pending Covid-19, this position will ultimately need to be at headquarters three days per week with the ability to work from home two days week. We are currently transitioning headquarters from Torrance, CA to South Orange County with expected transition date of Jan 1, 2021.

Please submit the following through Malakye:
1. Your resume
2. An intro letter to let us know why you're the right person for this
3. Your salary requirements