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Director of Customer Service

Location: Pleasanton
Posted on: May 8, 2022

Job Description:

Job Description Customer Service and RMA Manager - We need a superstar - This is a 100% at home position We are an early-stage wearable at-home aesthetic/beauty medical device company in Pleasanton California with a separate mfg. and repair center in San Jose. We are looking for very qualified customer service and RMA manager to join our small team to manage our outsourced call center agents, Amazon customers, Retail customers, Call Center Agents, Chat agents, social media, work with our customers and distributors/resellers to manage root causes and take action, manage and directly work on RMA's, work with engineering team and key customers. We also need reputation management skills sets for this position which we have an agent managing this presently. Our product is sold directly to customers via Amazon, website or medical clinics and the customer uses the product at home. Position Overview: 1. We have two FT agents that manage Calls, chats and emails. We are going to move towards a 100% outsourced model with Technical support agents and Sales agents. Therefore, we will need this position to manage the work with Call Center (outsourced) and Customer Service Team and the Sales agent teams. 2. Update, maintain and develop scripts for agents 3. Be the Level 2 escalation point person for the call center 4. Direct customer relations and key customers 5. Troubleshoot, manage returns and replacements 6. Provide weekly reports to management - this is very important and we use PowerBI to do this and we need reports to be accurate 7. This is a hand's on position, will be working on analyzing RMA's, returns and exchanges 8. Monitor calls and emails (inbound and outbound) 9. Manage the ticket system to assure tickets are immediately addressed 10. This person must have empathy and understanding towards the customer. 11. Implement tools to make the workflow as optimized and automated as possible - Manage the whole customer journey and document 12. Work with our marketing team to keep all of our customers happy and attain great reviews 13. Assure that we expand our knowledge base and document and share common information to all team internal and outsourced teams 14. Create an automated environment to understand the beat of the company in terms of customer satisfaction. 15. Work with QA / RA teams to assure safety and regulatory issues are resolved and reported monthly. Attend any audits as necessary. Position Summary: This position does NOT have anyone reporting to them. But this is a very important position for our small company. This position will be reporting directly to the CEO. Performs other related duties as assigned. You must have at least 7 years experience. Essential skills and experience: Leadership: a demonstrated ability to lead people and inspire work ethic Planning: an ability to think ahead and plan over a 3-9 month time span. Management: the ability to organize and manage multiple priorities. Customer service systems development and deployment. Effective problem analysis and problem resolution, even for issues that are new and challenging Strong customer orientation. Excellent interpersonal and communication skills. High performance teams and a strong team player. Commitment to company values and must be flexible with their work hours Computer proficiency and diagnostic capability Negotiation and persuasive ability. Please provide your phone number and resume as we will be contacting you for interviews should you qualify for this position. Company Description We are an early growth medical device company with products in over 36 countries worldwide. We are based in San Francisco Bay Area and we have a small team of professionals located in various places around the country. We have been virtual since day 1 and have all of the tools for anyone to work from home.

Keywords: THERADOME INC, Pleasanton , Director of Customer Service, Hospitality & Tourism , Pleasanton, California

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