Customer Service Manager

ThriftBooks•Dallas, TX

9h•Hybrid

About The Position

ThriftBooks is the world's largest used book retailer! We believe in a workplace where respect for our employees matters, where promoting from within is how we grow, and where safety comes first in all our decisions and planning. At ThriftBooks, your work will help get inexpensive books into the hands of people who need them instead of going into landfill. We strive to create a friendly work environment with high standards of performance and rewards for excellence. We started out small and remember that encouraging people to do their best is how we expanded to our current scale. If you want to learn about the intersection of technology, innovation, and good old-fashioned teamwork, we might be a good fit for you. Wherever you start in the company, our hope is that is a launching point to higher achievement. At ThriftBooks, your success is up to you. As a Customer Service Manager , you will manage a team of Customer Service Representatives, all dedicated to serving our customer base through email, voice, chat, and social. Our ideal applicant, with their experience and skill, will make a positive contribution to our quest to become the most customer centric used book company online. They will leverage their experience and skill to run a 24/7 contact center across all channels, owning scheduling, service levels, first contact resolution, quality, coaching, retention, and a dynamic workflow that supports an in-house hybrid workforce across multiple time-zones. This role is pivotal in ensuring that our customer service department not only meets but exceeds customer expectations, contributing to the overall success and growth of the company.

Requirements

6+ years of experience in customer service management, including developing and implementing effective strategies and leading high-performing teams.
Demonstrated customer/client focus with attributes like courtesy, confidence, tact, patience, and diplomacy in handling complex problems.
Strong leadership skills to motivate, coach, and develop team members, coupled with outstanding communication and interpersonal skills for building relationships across organizational levels.
Experience with customer service software, CRM systems, and various technologies related to customer support and engagement, including proficiency in Microsoft Suite, CRMs, teleconferencing applications, and internal messaging systems.
Excellent analytical and problem-solving abilities, with a keen eye for detail and proficiency in using data to inform decisions.
Ability to take end-to-end ownership, coupled with excellent written and verbal communication skills, delivering concise and precise communication.

Nice To Haves

Bachelor’s degree in business administration, management, or a related field preferred.
Prior workforce planning and scheduling experience a plus.

Responsibilities

Develop and implement customer service strategies aligned with company objectives.
Oversee customer interactions across multiple channels for consistency and quality.
Define and monitor KPIs for evaluating service effectiveness.
Lead talent acquisition, training, and development efforts.
Gather and analyze feedback to drive continuous improvement.
Coordinate optimal staffing levels across all support channels.
Manage escalated customer issues and oversee fraud prevention strategies.
Collaborate to enhance customer service systems and technologies