Customer Service Manager

Ski ‘N See & UtahSkis.com offer a fun work environment, full of people passionate about the outdoors and snow sports. Ski ‘N See offers great benefits for its CSMs, including health insurance, 401k, education reimbursement, access to corporate ski passes and much more!

A Customer Service Manager, or CSM, will manage our online customer service and fulfillment teams to achieve overall service and fulfillment goals by accurately managing multiple customer contact points.

Major Duties:

• Manage a team of 4-8 employees including customer service representatives and merchandise processors.
• Supervise service reps answering phone calls, emails, chats, and other customer touchpoints.
• Maintains active spreadsheets tracking daily activities and goals.
• Place orders, reservations and assist with all customer interactions throughout the customer journey.
• Assist customers with all questions concerning ski/snowboard purchases or rentals.
• Operate several programs and platforms to ensure fast and accurate customer service.
• Respond professionally and timely to customer escalated questions or concerns.
• Helps maintain or create employee training materials.

Performance Standards:

• Maintain high customer service rating over several platforms.
• Maintain an accurate and lean inventory.
• Timely creation of goal tracking materials
• Provides feedback on improving company processes or materials.
• Provides coaching and feedback to employees to overall improve the customer experience.
• Continuous learning of the ski and snowboard industry including merchandise info.
• Maintains a clean and organized workspace.

Other Expectations:

• Detail-Oriented – shows rigorous and meticulous attention to detail.
• Committed – Pledges firmly to a goal, idea or plan.
• Optimist – Maintains a consistently positive attitude.
• Detail-oriented – Shows rigorous and meticulous attention to detail.
• Organized – Works and thinks in a methodical and orderly way.
• Innovative – Uses original thinking to generate new ideas and solutions.
• Personable – Has a friendly, approachable and outgoing style.
• Manages Stress – Performs competently under pressure.
• Empathetic – Identifies with the feelings, ideas, and attitudes of others.
• Customer-Oriented – Attentive and responsive to customer needs.
• Problem Solver – Attention to detail and willingness to problem solve.

Schedule:

• 36-45 hour work week – weekends and evenings required when necessary.
• Hours per week are typically 8AM-8PM.

• Typical week is Monday through Sunday.
• October-April Mon-Sun 8AM-8PM.
• May-Sept Mon-Fri 8AM-6PM.

Education and Experience Requirements:

• 2 years in customer service
• Proven leadership and motivational skills
• Demonstrate strong organizational skills
• Ability to multitask efficiently
• Retail or sales experience is preferred
• Passion for skiing/snowboarding is helpful but not required
• Excellent communication and relationship-building skills
• Strong problem-solving skills
• Versed with Microsoft Office software

Physical Requirements:

• Ability to talk and listen
• Must be able to sit for several hours
• Dexterity for manipulating typical office equipment
• Occasional lifting and moving of merchandise or other inventory.
• Vision to read detailed instructions and labels, distance and color vision, peripheral and depth perception

Working Conditions:

Work will be performed in an office environment.

Pay/Benefits:

• $16.00-$17.50/HR and a defined incentive program based on results.
• 401K
• Paid Vacation
• Medical Benefits
• Dental Benefits
• Vision Benefits
• Pro Deal Pricing on ski and snowboard products
• Access to lift tickets for free skiing/riding
• Paid Training
• Continued Education Reimbursement – max $500/year
• 100% if work related
• 50% if non work related

• 100% Reimbursement for any non-fiction book
• $250 Charitable Contribution to organization of your choice
• $1 for $1 match; excludes religious donations

Job Type: Full-time

Pay: $16.00 - $17.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• West Valley City, UT 84120: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 2 years (Required)
• Sales: 1 year (Preferred)

Work Location: One location