Skip to Main Content
← Back to Jobs

Customer Service Manager

KandyPens Scottsdale, AZ
  • Expired: 4 days ago. Applications are no longer accepted.

KandyPens is currently seeking an experienced Customer Service Manager to oversee the day-to-day operation of it's 5-Star Customer Service team. We're an established leader in the vaporizer industry, known for excellence in customer service as well as our unique, ground-breaking products offered both to retail and directly to the consumer. Our customers need assistance with e-commerce purchases, education on the ins and outs of our products, and warranty service should anything go wrong with their device.

The objectives for this Customer Service Manager role are;
-Act as conduit between upper management and the front-line agents
-Increase customer satisfaction and retention
-Reduce department costs through effective feedback and reporting
-More effectively engage customers in a strategic manner to maintain customer loyalty by exceeding their expectations of what customer service can be in our industry.

You will meet these goals by engaging the following regular responsibilities:

-Follow escalated customer service issues through to resolution
-Set a clear 'big picture' mission for the department
-Develop service procedures, policies and standards
-Keep accurate records and document customer service actions and discussions
-Put together accurate reports and analyze findings
-Recruit customer service agents and create an environment where they can succeed through encouragement and empowerment
-Monitor agent performance for QA to provide more effective coaching and feedback
-Maintain an orderly workflow to meet department priorities

If you can demonstrate a track record of patience and dedication meeting the kinds of goals above, you may be just the candidate we're looking for! We will provide thorough training to make sure you can meet the demands of this unique role, but coming in with a basic knowledge with any of the following systems or industries will put you ahead of the curve:

-Zendesk support systems for e-mail ticketing, live chat and phone
-Knowledge Centered Service (KCS) or other knowledge-base methodology
-E-Retail, Consumer Electronics, Vaporizer and/or Cannabis industries

In addition, you will find success if you are:

-Customer centered and detail oriented
-Willing to seek input from your subordinates (Subject Matter Experts on our products) as you develop the necessary expertise
-Tirelessly patient with both customers and agents
-Experienced in customer service and troubleshooting best practices
-Able to lead a small team of high-performance agents
-Excellent at verbal and written communication

If you feel that you are a good candidate for the position, please respond with a copy of your resume and any additional information you would want us to know to be considered for the role. Position would include: competitive salary, quarterly bonuses, & group health insurance plan

Thank you.

Feel free to visit our website to learn about our current products at www.kandypens.com

KandyPens

Why Work Here?

Casual and dedicated work environment where you are empowered to make a difference for the customer.

Kandypens is an established leader in the vaporizer industry, known for excellence in customer service as well as our unique, ground-breaking products offered both to retail and directly to the consumer.

Address

14255 N 79th St. Scottsdale AZ 85260
Scottsdale, AZ
USA