Customer Service Supervisor
FringeSport, United States
Job Description
We’re looking for a confident, friendly, PRECISE person to join our team who has supervisory experience in customer service for our fast-growing e-commerce company. We have strong people, strong benefits, and a great culture.
If you apply for this job, YOU MUST WORKOUT. We are Fringe Sport and we help improve lives through strength by helping people build amazing garage gyms and entrepreneurs grow thriving community gyms. We need someone who speaks our customers’ language and cares about helping them improve their lives through Strength and fitness.
You’ll be working with a great team of fit, fun people- helping our customers and SOLVING all their problems. Well, maybe not ALL of them.
To be successful, we think you need a track record of managing a team of CARING but firm customer service reps via email, chat, phone and text and experience with following and creating given procedures. You’ll need solid writing skills and a bit of sales experience would help as well. Social media experience would be a great plus, but not necessary!
You’ve got to be into the life. The fitness life that is. You know, if you’re that person in your friend group. If people look at you with guilt in their eyes when they eat french fries. If you know what happens if you leave a protein shaker in the car in the Austin heat.. Can't imagine a life without fitness. That life.
We'd love to hire a local Austinite as we love to support our local community but will not turn down a rockstar who lives elsewhere. All will join us remotely for the time being and if you're local, join us in the future at our South Austin HQ with the rest of the local team. We have processes and procedures- you’ll need to follow them, and help us improve them!
This is a full-time position, and there will definitely be some longer hours when sales and customer service volume is high- like late November through Christmas. There is some weekend work required.
Come GROW with us!
Requirements
Why does this position exist?
- To ensure our customers are super happy, which will uphold and increase our repeat customer rate
- To manage customer service per the rules and standards of the department
- To Lead/Manage/Accountability our customer service team
- To be an advocate for our customers to the broader team
- Customer contacts answered from all channels and cleared within accepted timeframe
- Emails
- Phones and Text
- Chats
- UPS
Outcomes:
- All errors, claims, etc logged/filed correctly every day
- Claims filing and appealing
- Reduce 3 habitual customer service issues per month
- Ensure full responsive coverage for all channels during all business hours
- Bring 3 meaningful points of feedback from our customers to L10 meeting per week
- Ensure returns are processed correctly
- Ensure customer happiness and joy without violating processes and procedures
- Creating and updating processes and procedures for customer service
- Relaying information from L10 meeting to broader team
- Hire and manage the customer service team
- Product training education
- Ownership of systems and processes as regards customer service
- Expert in systems as regards customer service
- Implementing new systems as regards customer service
- Creating templates for responses
- Creating knowledge basis for employees and customers
- Informing broader team of customer issues, questions, desires, hopes, dreams
- Maintain brand voice of Fringe Sport in customer contacts
- Ensure notes in orders for all customer contacts
Benefits
- Employee healthcare insurance premiums partially covered for full-time employees (Value: $200+/month)
- Free lunch every day on-site (Value: $150/month)
- Free access to our gym (Value: $50/month)
- Comped entry to all CrossFit, GoRuck, Tough Mudder events (Value: $1,000+)
- Free clothing and swag (Value: $300+)
- 25%+ employee discount on almost everything we carry (Value: $500+)
- Monthly team-building events (Happy hours, boat parties, team trips)
- Fun, work hard, play hard, get fit and stay healthy work environment with cool people who are dedicated to living healthy