On Site Customer Service Manager (Over the Phone Sales & Support)

$41,600 - $49,920/Yr

Slick Rock Tanning & Spa - Spokane Valley, WA

Full-time - Mid Level

Spokane Valley, WA

Personal and Laundry Services

About the position

The On Site Customer Service Manager at Slick Rock Tanning & Spa is responsible for leading a team of remote Support Specialists to ensure exceptional customer service during all client interactions. This role involves analyzing performance metrics, managing team schedules, leading outbound sales initiatives, and coaching team members to enhance client loyalty and retention. The ideal candidate will possess strong communication and sales skills, along with a passion for customer service.

Responsibilities

• Ensure excellence in customer service across all client interactions.
• Monitor team interactions and provide feedback for quality control.
• Manage and optimize team performance through performance metrics analysis.
• Coach and develop team members in customer service and sales techniques.
• Ensure optimal coverage and schedule management for support staff.
• Lead outbound sales efforts to boost revenue and expand the client base.
• Handle escalated client inquiries and resolve complaints promptly.
• Maintain in-depth product and service knowledge among team members.
• Foster seamless communication between the support team and other departments.
• Drive continuous improvement in customer service procedures.

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, Communications, or a related field preferred.
• 2+ years of sales experience required, preferably over the phone.
• 2+ years in a managerial role required.
• 1+ years managing a remote team required.
• Experience in HubSpot Service is preferred.
• Experience in customer service management, particularly in a call center setting, is helpful.
• Proven experience leading and developing teams, especially remote teams.

Nice-to-haves

• Experience in conflict resolution and customer complaint management.
• Strong track record of de-escalating situations and retaining clients.

Benefits

• Health insurance
• 401(k)
• Paid time off
• Free tanning & spa services
• Employee discounts
• Professional training & development
• Community service opportunities
• Team events