Customer Service Manager


Company: Lime Vizio Inc


Job Title: Customer Service Manager


Company Description

LIME VIZIO has a tradition of excellence in flower delivery, and today we are one of the largest and most trusted online floral and gift retailers in the US and Canada. LIME VIZIO takes pride in being a leader in quality, innovation, artistry, and dependability. That tradition of innovation and forward-thinking has grown LIME VIZIO into a gifting powerhouse, with a family of brands that includes Blossom Flowers, Sunny Flowers, and Gift on Schedule. Our entrepreneurial culture and unwavering commitment to our people create a dynamic work environment that celebrates collaboration, quality, superior service, and constant innovation.

LIME VIZIO is an e-commerce technology company with 180 employees focused on providing product development and services support on multiple processes, domains, and technologies.

Our team is looking for a highly skilled call center customer service manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients. 

This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, and customer service levels, deliver specific sales objectives and support the call center in all facets. 

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, Remote position

Our Call Center Supervisor provides accurate, efficient, and customer-focused service. You will supervise a team of about 10-15 Customer Service Specialists as you direct and support workflow processes and follow up on employees' productivity while ensuring the achievement of established service levels. Customer interactions and transactions will range from basic to moderately complex. Ensures policies and procedures are enforced.

You Will

  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously 
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Directs workforce management activities and sets performance goals and objectives accordingly
  • Develop and maintain a strategy for ensuring customer satisfaction in all service interaction
  • Responsible for the overall performance and productivity of direct reports
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
  • Determining work procedures, preparing work schedules, and expediting workflow
  • Responsible for hiring, coaching, and terminating call center employees
  • Make decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience.
  • Assist agent in responding to escalated customer service issues, inquiries, and complaints.
  • Assist with troubleshooting situations and make improvement recommendations to management.

You Have

  • 3+ years in a Customer Service Management role with a demonstrated ability to manage and lead people to gain results and continuously improve.
  • Ability to manage effectively remote team
  • Ability to communicate assertively, diplomatically, and articulately over the phone, e-mail, face-to-face, and across all levels internally and externally
  • Enthusiastic, collaborative and positive approach to problem preventing and solving
  • Ability to deliver persuasive, confident, and written and verbal communication
  • Strong focus on Customer Service and understanding of collection operations
  • Ability to multi-task in a fast-paced environment
  • Ability to manage and delegate work effectively
  • Experience working in a customer service/call center environment
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs

    You’ll Love

    • Industry-leading compensation package
    • Flexible vacation policy
    • Fully Remote Work
    • Flexible and supportive work policy
    • 13th Month Pay