Gamer's Choice · 12 hours ago
Customer Service Manager
Long Island City, NY
Full-time
Onsite
Mid, Senior Level
$25/hr - $40/hr
5+ years expGamer's Choice is a leading destination for Trading Card Game players and collectors based in Queens, New York. They are seeking a Customer Service Manager to oversee a team of Customer Service Representatives, ensuring exceptional customer support and satisfaction across various communication channels.
Retail
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
Qualification
Required
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
Preferred
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
Company
Gamer's Choice
Gamer’s Choice is a team of passionate gamers, creators, and innovators based in Queens, New York.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase