Customer Experience Manager
Kansas City, MO Kansas City, MO Full-time Full-time $20 - $23 an hour $20 - $23 an hour 4 days ago 4 days ago 4 days ago We are an adjustable firmness mattress manufacturing company that operates 2 wholly owned brands, which are sold through a nationwide network of retailers, a direct to consumer operation, and other wholesale opeations.
We are looking for a Customer Service Manager to support our direct to consumer operations and help to implement, establish, and manage standard operating procedures for our service interactions.
The customer service manager will be responsible for ensuring that end-user-customer's needs are met and that all post-purchase processes run smoothly, or are resolved expeditiously whenever issues arise.
The role is based in our North Kansas City Office / Warehouse and will be responsible for the following:
50% :
Directly Interacting with Customers and Resolving Escalated Issues With Customers 25% :
Reviewing Service Cases / Escalations / 15% :
Documentation Development:
Writing Service Standard Operating Procedures, Self-Service Documents 10%:
Additonal Ad-Hoc Projects or Other Duties as assigned - exampels may include processing refunds, analyzing or documenting various processes,
Qualifications:
Customer service experience Management Experience Strong decision-making skills Accountability and ability to own mistakes Implementing and managing processes Help desk experience - ZenDesk Experience a Plus Proficiency in Microsoft Office Suite.
Outstanding written and verbal communication skills.
Excellent leadership and interpersonal skills.
Education and Experience Requirements:
High school diploma or equivalent Experience in customer service Job Type:
Full-time Pay:
$20.
00 - $23.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Health insurance Paid time off Experience level:
5 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Work Location:
Hybrid remote in Kansas City, MO 64116.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are looking for a Customer Service Manager to support our direct to consumer operations and help to implement, establish, and manage standard operating procedures for our service interactions.
The customer service manager will be responsible for ensuring that end-user-customer's needs are met and that all post-purchase processes run smoothly, or are resolved expeditiously whenever issues arise.
The role is based in our North Kansas City Office / Warehouse and will be responsible for the following:
50% :
Directly Interacting with Customers and Resolving Escalated Issues With Customers 25% :
Reviewing Service Cases / Escalations / 15% :
Documentation Development:
Writing Service Standard Operating Procedures, Self-Service Documents 10%:
Additonal Ad-Hoc Projects or Other Duties as assigned - exampels may include processing refunds, analyzing or documenting various processes,
Qualifications:
Customer service experience Management Experience Strong decision-making skills Accountability and ability to own mistakes Implementing and managing processes Help desk experience - ZenDesk Experience a Plus Proficiency in Microsoft Office Suite.
Outstanding written and verbal communication skills.
Excellent leadership and interpersonal skills.
Education and Experience Requirements:
High school diploma or equivalent Experience in customer service Job Type:
Full-time Pay:
$20.
00 - $23.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Health insurance Paid time off Experience level:
5 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Work Location:
Hybrid remote in Kansas City, MO 64116.
Estimated Salary: $20 to $28 per hour based on qualifications.
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