Remote Customer Service Manager at Heartstone Farm | WFH

Job Overview

Join Heartstone Farm as a Customer Service Manager, where your primary mission will be to ensure that each customer enjoys an exceptional service experience. As a pivotal member of our expanding team, you will initially engage in direct communication with customers via phone, chat, and email, transitioning into a leadership role that involves supervising a remote customer service team as the company continues to grow.

Key Responsibilities

• Provide prompt and professional responses to customer inquiries through various channels.
• Utilize our customer service platform (Reamaze) to enhance communication and efficiently resolve issues.
• Address questions relating to our product offerings, orders, and related matters, ensuring clear and actionable resolutions.
• Identify and analyze recurring customer concerns, devising strategies to improve service and mitigate future issues.
• Collaborate with teams across the organization, including operations and marketing, to swiftly address customer challenges.
• Develop and implement initiatives to elevate the customer service experience, focusing on responsiveness and satisfaction.
• Monitor key customer satisfaction metrics and generate regular reports for leadership review.
• As the team expands, take on the role of mentor and supervisor for a remote customer service team.
• Create training materials and best practice documentation to facilitate the onboarding process for new team members.
  
  

Required Skills

• Strong problem-solving abilities and exceptional communication skills, both verbal and written.
• Proficient in managing customer inquiries with empathy and efficiency.
• Experience with customer service platforms (knowledge of Reamaze is advantageous).
• Ability to collaborate effectively with cross-functional teams.
• Self-motivated, reliable, and dedicated to providing exceptional customer experiences.
  
  

Qualifications

• A minimum of 3 years of experience in customer service or a related discipline.
• Proven success in delivering outstanding customer interactions and satisfaction.
• Familiarity with managing inquiries through multiple communication channels.
• Background in process improvement and teamwork is preferred.
  
  

Career Growth Opportunities

As Heartstone Farm continues to expand, this role offers significant potential for professional growth. You will be afforded opportunities to develop strategies that enhance customer service, contributing to your career advancement within a dynamic and supportive environment.

Company Culture And Values

At Heartstone Farm, we are committed to upholding high standards of quality and customer satisfaction, which is reflected in our impressive track record of over 9,500 five-star reviews. Our collaborative work environment fosters personal development and encourages teamwork, ensuring that each employee thrives in their role.

Compensation And Benefits

• Flexible shifts available throughout the week, excluding Saturdays and Sundays.
• Competitive compensation commensurate with experience.
  
  

Employment Type: Full-Time