Assistant Manager, Customer Service

Job Description:

Job Title: Customer Service Assistant Manager

A bit about us: 

We’re on a mission to change the tire industry — how it’s delivered and how it’s experienced.  A pioneer in the automotive e-commerce industry, we take pride in our extensive selection of top-name brands and budget-friendly options, ensuring our customers find the perfect tire to suit their needs. As a part of our growing and dynamic team, you'll contribute to our commitment to exceptional service, innovation, and customer satisfaction. Embrace the opportunity to be a driving force behind one of the fastest growing e-commerce companies in the US and apply now!

A bit more about this role:

The Customer Service Assistant Manager will be responsible for helping the Customer Service Manager manage a growing team of Customer Service Representatives by building a strong team culture, assisting with the implementation of new processes, as well as monitoring and reporting metrics. You  will be supporting the entire Tires Easy organization across several websites and marketplaces. You will work in an entrepreneurial environment where we are constantly looking to learn what our customers need and to develop better ways to serve them. 

Eligibility Requirements

• Education experience : College or University degree required
• Work experience: 2 years of call center experience, 1 year of supervisory experience mandatory
• High speed Wi-Fi connection
• Must not have had any disciplinary actions regarding attendance, conduct and/or performance in the past 90 days, and must not be approaching such action.

Responsibilities will include:

• Team management and direct supervision:
• Help onboard and train new team members
• Monitor KPIs and team performance and provide coaching, when needed
• Perform regular audits of your team members
• Serve as a direct supervisor for a team of CSRs
• Customer service:
• Serve as back-up for team members, when needed
• Serve as a back-up for the Customer Service Manager, when needed
• Resource available for escalations
• Monitor communication platforms for proper resolutions
• Assist with overseeing the daily operations including: tracking metrics, assisting with cases and case escalations, and intervening when retraining issues arise
• Project Management 
• Diagnose issues, escalate to the right layer of management, and move to correct issue
• Understand how SOPs need to change as new processes are introduced / business circumstances change
• Assist with maintaining and updating SOPs
• Identify patterns in successes and failures in processes and implement changes to processes to reflect this
• Cross-functional communication:
• Monitor communication between the customer service team and other departments and facilitate, when necessary

Attributes to success:

• Excellent communication skills
• The ability to adjust your tone and approach to different people
• The ability to break down and articulate complex information in simple terms
• Ability to work independently
• The ability to effectively negotiate with customers find middle ground with customers
• Strong alignment / buy in to the goals of the organization, and good judgment in balancing policy, financial goals, and customer satisfaction
• Comfort and experience with people management and coaching to goals and metrics
• Proven success in building relationships and trust
• Adaptability; processes and workflows may change as we look to improve both the customer experience and your experience as a member of the team

Desired skills & experience:

• Experience in the automotive or “hard industry” customer service is an added bonus 
• Data-driven with ability to synthesize information and create actionable solutions
• You’re a great team member with a can-do attitude; you’re self- reflective