Customer Service Team Manager jobs in South Bend, IN

Mindful, LLC, a leader in home environment products with a strong e-commerce presence, is seeking an experienced Customer Service Team Lead to oversee our customer support department. This is a full-time, Monday through Friday, leadership role. The ideal candidate for this position will be a driven, organized leader with a track record of excellent team management and customer support.

Customer Service Team Lead responsibilities include:

Leading by example, actively taking calls, answering messages, and handling escalations to demonstrate best practices and ensure the highest level of customer satisfaction.

Managing the customer service team and directing the day-to-day operations to ensure a seamless and effective service experience.

Offering hands-on guidance and support to customer service representatives, aiding them in resolving inquiries across various channels such as phone, email, chat, and 3rd party platforms.

Coordinating with the team to address all customer concerns swiftly and professionally, stepping in to manage complex issues or escalations directly.

Monitoring team performance closely, pinpointing strengths and identifying areas needing improvement, and implementing strategies to enhance overall service efficiency and quality.

Training and mentoring customer service agents, instilling essential skills and company values, and conducting thorough performance evaluations to foster growth and development.

Overseeing critical operational tasks including data entry of customer interactions and managing the processes for returns, refunds, and replacements, ensuring customer satisfaction is forefront.

Personally assisting in taking and processing customer orders and offering detailed product support and information, reinforcing the importance of a hands-on approach in setting service standards.

Scheduling, and making sure all parts of the shift are covered.

Skills needed:

Proven leadership skills and the ability to manage, motivate, and drive a team to excellence.

Proficiency in Microsoft Office, with a quick aptitude for learning new programs. Experience with call center or CRM software is strongly preferred.

Exceptional communication skills, both verbal and written, and the ability to interact professionally in person, on the phone, and via email, chat, and other online formats.

Commitment to reliability with outstanding attendance and punctuality.

Strong attention to detail and fast learner, with an emphasis on quality and accuracy.

The capacity to multitask and maintain a highly organized workflow even in a fast-paced environment.

A friendly demeanor, coupled with the ability to remain calm and effective, and communicate professionally under pressure or in stressful situations.

Experience required:

3 years in a customer service leadership role, such as team lead or supervisor.

Extensive experience using computer software in an office environment is required.

Education - High School Diploma or equivalent required; an Associate's Degree or higher is preferred.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 38 – 42 per week

Benefits:

• 401(k)
• 401(k) matching
• Paid time off
• Paid training
• Parental leave

Schedule:

• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Required)
• Customer service: 3 years (Required)
• Leadership: 3 years (Required)
• Office experience: 1 year (Required)

Ability to Relocate:

• South Bend, IN 46628: Relocate before starting work (Required)

Work Location: In person