Customer Service Manager

Job Description:

We are seeking a Customer Service Manager to join our team. In this role, you will be responsible for responding to customer inquiries, resolving complaints, and ensuring every customer receives timely, accurate, and empathetic support. You'll communicate with customers across multiple channels, including email, social media, etc., to provide exceptional service that strengthens our brand reputation and enhances customer satisfaction. In addition, you will manage a team of Customer Service Representatives, ensuring that they are providing high-quality service, consistent with Gamer's Choice's standards.

Key Responsibilities:

• Manage a team of Customer Service Representatives, ensuring high-quality customer service is provided to all of our customers.
• Respond promptly and professionally to customer inquiries via email, social media, and other platforms.
• Resolve customer complaints by identifying the issue, determining the cause, selecting and communicating the best solution, and following up to ensure resolution.
• Manage and track incoming customer requests using the company's CRM system.
• Provide accurate information regarding products, services, policies, and order status.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Monitor social media channels for customer feedback, questions, and complaints.
• Craft clear, brand-appropriate responses while maintaining professionalism in public comment threads.
• Escalate sensitive issues to the appropriate team members/leadership team.
• Work closely with internal teams, including sales, fulfillment, and marketing, to resolve customer issues.
• Document common issues and customer feedback to help inform process improvements and product enhancements.

Qualifications:

• 2 - 4 years of management experience in a Customer Service environment
• 5+ years of customer service experience, preferably in a fast-paced or customer-centric environment.
• Strong written communication skills with the ability to adapt tone depending on the platform (email vs. social media).
• Experience using CRM or ticketing systems.
• Comfortable navigating multiple digital tools and multitasking between channels.
• Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
• Strong problem-solving skills and attention to detail.
• Experience managing customer communications on social media is a plus.

Benefits:

• Health, dental, and vision insurance
• Paid time off
• 401k
• Employee Discounts
• Gym Membership Reimbursements

Salary Range: $ $40.00 DOE

EEO/AAP Statement: Gamer's Choice is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. Gamer's Choice is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so, too, may the essential functions of the position.