Customer Service Manager

Contenido de trabajo

How would you like to work with the happiest customers on earth? People in love are the happiest people on earth, and they’re also our everyday customers!

Are you looking to add some sparkle to your career? If so, look no further!

We are currently looking for our next superstar to join our customer service team and the Spence family!

Who We Are…

Founded over 40 years ago, Spence Diamonds is a proudly Canadian Company.

We have grown and evolved over the years with a unique approach to becoming an industry leader in cut quality and the customer experience. We take shopping for an engagement ring to the next level - with open show cases, displaying top of the line designer prototypes, accompanied by an unparalleled diamond education. Since introducing Spence Artisan Created Diamonds, we are now blazing the way for reasonably priced, ethical and sustainable diamond choices! With unparalleled access to these diamonds, we truly are the best choice for our customers.

Our people are the center stone of our business. Our mission is to deliver an exceptional customer experience in a fun and inclusive work environment while giving our people room to grow their careers and live the life they love.

What We Offer…

• Attractive compensation packages
• Amazing employee, friends & family discounts on our products
• A variety of Learning and Development resources
• Special gifts to celebrate employee work anniversaries, birthdays, and personal milestones
• Regular celebrations & employee incentive programs
• Team building events and activities
• Opportunity to grow within the company
• Continuous on the job training, support and mentorship
  

The role

As a member of the store leadership and customer service team at Spence, you truly embody our culture and values by providing an exceptional customer experience, having a passion for our products and leading by example in everything that you do.

You are the backbone of our store. You promote accuracy within the store through exceptional process handling which includes data management, finances, task management and delegation. In many cases you are the first and last point of contact for our clients on the phone, through email and in person within the store. You ensure our customers are top priority and are all given the full Spence experience.

• Working closely with the Store Director to ensure customer service team, store standards and business operations are running smoothly.
• Directly overseeing Customer Service Supervisor and providing leadership and direction to the customer service team as a whole. Helping oversee the productivity, accuracy and efficiency of part-time customer service employees.
• Supporting with handling customer complaints and feedback to maintain an excellent customer experience.
• Supporting with handling payments & transactions, answering incoming phone calls and emails, assisting in store maintenance and cleanliness, showroom upkeep and merchandising, supporting the Sales Consultants and communicating with our Spence studio regarding repairs and order processes.
• Offering sales support to our sales teams during busy periods and taking customers through our showroom experience. Ability build rapport with clients and identifying client needs through a sales approach. Comfortable assisting with presenting valuable products and presenting products with confidence.
• Creating and managing monthly team schedules.
• Leading recruitment and onboarding new customer service team members.
• Ensuring all new staff are trained properly and follow and understand all steps in the training process.
• Ensuring all staff have through knowledge and are in compliance with Spence policies and procedures.
• Following company processes on performance management, following disciplinary action procedures.
• Ensuring all company controls and procedures are maintained in regards to safety and loss prevention.
  

A few things we hope you have…

• You bring 2-4 years of customer service experience, and supervisory/management experience (ideally managing up to 7 people).
• You have the ability to make quick decisions, multi-task and great problem-solving skills.
• You have a coaching mentality, lead by example, and are comfortable giving feedback to your team members.
• You’re detailed oriented, have excellent time management skills and are willing to embrace a structured process.
• You have excellent verbal and written communication and are comfortable professionally communicating face to face, over the phone and in writing.