ABOUT BIXLER’S

We are American’s oldest jeweler, with offices and manufacturing teams in Vermont and Montreal. Our success is attributed to over 225 years of painstaking dedication to customers. The word ‘customers’ actually seems so rude and impersonal to us, since we have always felt more like a big extended family and special friends. Then again, it’s easy to get close to people when you’re helping them commemorate the special moments in their lives.

BRIEF DESCRIPTION

The customer service manager chief focus is on providing industry-leading client care, solving problems and helping achieve strategic business objectives.

RESPONSIBILITIES

• Recruitment, selection, training, coaching and managing a growing team.
• Implement best practices, recommendations and improvements to customer and visitor experiences.
• Contribute toward strategic business objectives by aligning initiatives, action plans and projects with short-, medium- and long-term growth strategies.
• Collaborate with creative team to ensure user experience and interface aligns with customer demographics, segments and expectations.
• Collaborate with marketing team to ensure messaging, promotions and value are communicated clearly and honestly to visitors and customers.
• Collaborate with production and logistics teams to optimize order fulfilment processes
• On-going, proactive improvement to customer service practices based on feedback from customers via email, social media or other
• Management of inbound customer communications, timely follow-ups
• Ownership of determining and enforcing store policies (returns, refunds, cancellations, etc.)

REQUIRED SKILLS

• Communication skills that enable you to effectively assist customers and collaborate with other departments.
• Active listening skills to ensure customers feel their situation or concern is being handled seriously and with a high degree of care and professionalism.

REQUIRED QUALIFICATIONS

• 5+ years of customer service experience
• 2+ years of customer service management or leadership
• Telephone, email, live chat skills
• Familiarity with Microsoft Office
• Excellent written and speaking skills in English and French

BONUS QUALIFICATIONS

• Advanced Microsoft Excel experience
• Experience managing outbound call campaigns, NPS and customer satisfaction surveys
• Experience working with loyalty and rewards platforms for customers
• 3-5 years of experience in using customer service systems such as ZenDesk, InContact, Microsoft Dynamics, FreshDesk for managing calls, tickets and follow-ups
• Management of customer care team in ecommerce space
• Track record of proposing initiatives and collaborating with other departments to build revenue, reputation