eCommerce Customer Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a eCommerce Customer Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, eCommerce Customer Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The eCommerce Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a eCommerce Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Ascent Pro Support operates a 24/7/365 contact center in support of one of the largest tire and rubber companies in the world. We are based in Muscatine, IA, but our agents work 100% remotely. We have a wonderful team and need to add customer support agents.
The ideal candidate will have excellent customer service and computer skills. Ascent requires a private, quiet home office area with your own computer and equipment. Computer specs and internet speeds will be checked prior to employment.
Our training is conducted via Microsoft Teams. Training occurs Monday through Friday from 8am-4pm CST and will last two weeks. Full training attendance and participation is a requirement.
Though the position is remote, we are only authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Kentucky, Missouri, Nebraska, Oklahoma, Tennessee, Texas, or Wisconsin. Exceptions will not be made regarding location. Employee must perform the work from their home office, not an alternate location.
Benefits for full-time employees, when working 30 hours per week:
Schedule and Pay:
These are fixed schedule positions. We are currently hiring for third shift, second shift, and hybrid 2nd with weekend days. You must be able to work weekends. Specific available schedules will be discussed during your interview. We are hiring for full-time, 40 hours per week.
Wages depend on the specific hours you are on the clock. Here is our shift premium information, listed in CST:
$15.00 per hour during 1st shift hours - Monday-Friday 7am-3pm
$15.50 per hour during 2nd shift hours - Monday-Friday 3pm-11pm
$16.00 per hour during 3rd shift hours - Monday-Friday 11pm-7am
$16.00 per hour during weekend hours worked - Saturday-Sunday
Job Responsibilities:
Our Customer Support Agents handle emergency tire breakdowns and other tire service for commercial fleet customers. We have a very busy call center with many customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada.
To ensure these emergency situations are handled efficiently we require quick action, professionalism, and attention to detail. Our agents need to multitask with precision, make decisions quickly, and remain courteous while handling multiple streams of communication. They also verify information, troubleshoot problems, and track all communications.
Here at Ascent Pro Support we value excellent attendance, dependability, integrity, and courteous communication. Our Customer Support Agents are experts in their field of work. They put the customer first, jump in to help, collaborate as a team, and make quick decisions independently.
Requirements:
Technical Requirements:
To be eligible to work at Ascent, our remote employees must agree to perform all work from their primary, designated home address, of which Ascent has confirmed meets all technical performance requirements. In addition, our remote employees must agree to provide their own computer equipment and use it during all worked hours.
Internet:
Computer:
Employee is responsible for the following peripherals during all worked hours to maintain employment:
All job offers contingent upon successful completion of a criminal background check, drug screen, and verification of computer and internet specifications.
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