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)
CW IT Support is looking for a motivated candidate who can help us grow our footprint in the MSP space across North Carolina. Our focus is serving businesses with 10 or more employees that have the need to improve their cyber security systems and/or are looking for an outsourced IT team to help support their operations and help them grow.
This role is full time and comes with a company vehicle, cell phone, laptop, and generous benefits package.
Expectations:
The focus of this role is to book sales meetings with qualified prospects with yourself and the owner of CW IT Support. In addition to booking these meetings and sitting the meetings with the owner, you would be responsible to continue to nurture the relationship through the sales process and sales cycle to closing, learning our sales process, and moving to a more independent role in closing over time. There will also be an expectation to sit on meetings and handle the entirety of the sales process for marketing generated leads created by the company’s marketing efforts.
Post closing, the account will be handed off to an account manager to further expand the revenue of the account.
Strategies for lead gen will include, but are not limited to, canvassing a territory, LinkedIn prospecting, attending networking events (chamber, BNI), trade shows, webinars, calling on unconverted leads, and cold calling.
Sales and Prospecting Quota:
This position will need to generate a minimum of 4 qualified sales appointments per month to justify the role and close 1 new client per month minimum from your own pipeline, resulting in a minimum of $3k in MRR monthly sold. This is quota and will be enforced after 120 days.
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