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Jobs at VinoPRO

Customer Service Manager

Location: Rohnert Park, CA

Department: Customer Service

Type: Full Time

Min. Experience: Manager/Supervisor

CUSTOMER SERVICE MANAGER (full-time, Rohnert Park)

Are you naturally detail-oriented, but also have the ability to see “the big picture”? Are you a top-notch problem-solver, including making sure you have all the information required to take the right course of action? Is your goal to instill a sense of pride and professionalism in your staff, with the ultimate aim of providing exceptional service to clients and customers? Are you able to instill a positive, “can-do” attitude in your staff, by example as well as through training and coaching? If so, we want to talk to you!

VinoPRO is seeking an experienced Customer Service Manager to manage a team of 7 Customer Service Representatives, with the goal of providing outstanding customer service for our clients in the wine industry. The Customer Service Manager is responsible for the overall performance of the team, including meeting team objectives and service levels agreements. This position reports to the SVP of Operations.

The ideal candidate will have had previous successful experience in managing a customer service team, with a record of high performance and meeting team goals.

REQUIREMENTS

--a minimum of 3 years of successful experience in managing a team of customer service reps, preferably handling heavy phone traffic in a fast-paced office environment

--a record of successfully meeting team goals and objectives

--proven ability to inspire team members to outstanding performance, including by setting an example oneself

--a record of excellent attendance, punctuality, and reliability, and the ability to inspire the same in team members

--strong phone skills, including active listening skills

--familiarity with CRM systems, Salesforce.com, Microsoft CRM, Word, Excel

--proven ability to multi-task, prioritize and manage time effectively

--excellent problem solving skills

--the ability to accurately keyboard 45 wpm, excellent (English) verbal and written communications skills (including accuracy with spelling, grammar, punctuation, etc.), and strong basic math skills. A natural tendency to be detail-oriented and accurate, and the ability to follow detailed instructions and learn on the job are crucial

--the ability to work accurately at a fast pace

--the ability to fill in as needed, including working overtime, or on weekends

However, there are other requirements we want to highlight, which we feel are necessary for success in our organization. These include: 

--the ability to keep a positive, upbeat attitude while working with tight deadlines and multiple priorities/duties.

--a willingness to "do what it takes" to get the job done. Examples of this may include working extra hours; working on special projects; handling last minute and/or unexpected increases in workflow; etc.

--the ability to follow specific, detailed directions. We do things a certain way in our department, which we've developed over the years. It may not always make sense from the outside, but we need someone able and willing to do things "the VinoPro way", rather than try to re-invent the wheel! 

--the ability to be flexible, and work with various types of individuals, personalities, and situations where nuance and diplomacy are required

--the ability to constantly be learning: new tasks, new procedures, new technology 

--the ability to learn from mistakes, rather than repeat them. We always strive for continuous improvement! 

--a great sense of humor - including the ability to laugh at oneself - this is an absolute requirement! 

Please see our other posting for the Customer Service Representative position for further information.

 

 

COMPENSATION

• DOE
• Bonus Potential

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