Customer Service Manager

Trove Brands - Lehi, UT

Full-time - Mid Level

Lehi, UT

About the position

Trove Brands is seeking a passionate and results-oriented Customer Service Manager to lead and enhance our core support team. This role focuses on providing exceptional customer care through an empowered connection model, ensuring that our customer service representatives deliver the highest level of service. The Customer Service Manager will be responsible for managing a team, analyzing performance metrics, resolving customer issues, and fostering a supportive environment for team growth.

Responsibilities

• Manage and motivate a team of customer service representatives to ensure high service levels.
• Track and analyze key performance indicators (KPIs) to identify areas for improvement.
• Resolve customer complaints and issues in a timely manner.
• Cultivate a thriving support environment focused on empowerment and growth.

Requirements

• 3-5 years of experience managing a customer service team or related field.
• Demonstrated ability to lead and develop a team with knowledge of customer service best practices.
• Passion for continuous improvement and innovation.
• Strong leadership skills with a commitment to team member success.
• Results-oriented with a focus on achieving outcomes.
• Excellent organizational and time management skills.
• Highly accountable and self-motivated individual.
• Excellent communication skills for effective interaction with team members and customers.
• Positive and energetic attitude with the ability to inspire others.
• Curious and inquisitive mindset, open to considering other perspectives.
• Proficient in data visualization and reporting tools like DOMO, Excel, and Gorgias.

Benefits

• Comprehensive medical, dental, and vision care
• 401k package with employer matching
• Paid Time Off
• Maternity/Paternity leave
• Full indoor basketball/volleyball court
• Fully equipped fitness center
• Yoga studio
• Meditation/Nap room