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Silver Icing Careers
Customer Experience Manager
Posted: February 19, 2020
Who You Are
You are a self-motivated, customer focused professional with an entrepreneurial spirit. You are a motivated, energetic, organized, positive and open-minded team member, ready to lend a helping hand where and when it is needed. You consider yourself a 'people-person', have a positive can-do attitude, with a strong desire to be a part of team environment. Multi-tasking is second nature to you, and you enjoy a fast-paced, dynamic environment. You are aligned with our Core Values: Customer Driven, Community, Innovation and Leadership, and want every team member to succeed.

At this stage of your career you are eager to apply your proven leadership skills, rooted in your extensive Customer Service experience, to a challenging and incredibly rewarding role.
The Role
We are looking for a Customer Experience Team Manager to who is a natural born leader. This individual isn't afraid to "roll up their sleeves" and get the job done when required, and believes that leading by example is a key component to establishing a strong team dynamic.

The Customer Experience Team Manager oversees the day to day operations by providing direction and guidance to the team in conjunction with ensuring a strong partnership is maintained with the Warehousing and Buying Departments. Moreover, this position plays an integral role in the facilitation of the flow of communication within the Head Office and Stylist Community.

This individual has the ability to see the big picture but also knows that it's through setting and achieving relevant goals that ultimately determines our ability to “get there”. They ensure strong alignment of team activities with the overall vision, strategy and culture of Silver Icing, continuously striving to provide an exceptional customer experience.
Responsibilities
  • Strong interpersonal skills; described as organized, team oriented & focused

  • Ability to make and implement effective thoughtful decisions swiftly

  • A genuine passion to provide exceptional customer service

  • An innate ability to develop trust and rapport with the team and stylist community

  • An entrepreneurial, energetic and tenacious attitude

  • Ability to adapt to new technology, as well as share and train using your knowledge

  • Monitor customer service levels through email review, ticket review and online feedback provided through our social media channels

  • Fostering employee development by empowering, coaching and supporting our team to be their very best

  • Ensures adherence to policies and procedures

  • Conduct team member evaluation and provide feedback on performance through recognition or by addressing performance concerns where appropriate

  • Initiate and lead regular meetings with team members and participate in cross departmental meetings when required

  • Take the lead in the hiring, orientation, training and development of team members

  • Focused on leading and building a team that is a strong representation our brand and aligns with the Silver Icing core values and definition of customer service excellence
Qualifications
  • 3+ years' experience at a manager level in a fast-paced customer service environment

  • Demonstrates solid interpersonal and communication skills, both written and verbal, including outstanding phone and email etiquette

  • Approachable, positive demeanor with a hands-on and team-oriented work style with an ability to build collaborative relationships

  • Takes initiative, is proactive and is results-oriented

  • Experience setting both team member and departmental goals

  • Analytical and logical thinker with the ability think two steps ahead and successfully analyze different pieces of information and put them together like a puzzle

  • Proven ability to direct a team working in a fast-paced customer service environment to ensure accuracy, compliance, and a team culture of excellence

  • Demonstrates ability to effectively prioritize work flow to ensure deadlines are met in a fast-paced environment while adapting to changing and shifting priorities

  • Strong Microsoft Office skills with an emphasis on Work, Excel and Outlook
Details
  • 8AM – 4:30PM
  • Benefits available after 90 days
Benefits
  • Extended health care
  • Life insurance
  • Dental care
Job Type
  • Full-time, Permanent
Salary
  • $50,000.00 to $70,000.00 / year
Experience
  • Customer Service: 5 years (Preferred)
Application Requirements
We offer a generous discount, medical and dental benefits, and a competitive wage. If you are interested in this exciting opportunity and joining our team, please email us a cover letter and resume or apply directly on our Indeed account.
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