About this role
The Client Services Manager will oversee all activity within the Client Services department and be accountable for the management of the team members, as well as the achievement of individual and department goals. The Client Services Manager takes ownership and optimizes all internal processes, systems, and customer experience-related aspects in the department and in conjunction with other teams. The Client Services Manager will ensure high-quality customer interactions and timely responses to inbound calls, website orders, online chats, emails, and other customer-related initiatives. This role is critical to the success of the department, the personal development of each team member, and the entire organization. Supporting the development of employees and business growth via internal promotion opportunities from staff members is a critical component of the role, as is maintaining exceptional levels of satisfaction among our client base. Client Experience Management Encourage effective and timely interaction to clients by all members of the department, via all avenues (phone, chats, emails, websites, etc.). Collaborate across departments to enhance customer-facing systems and platforms based on feedback from users as well as clients. Monitor and maintain high standards of client service, addressing any issues promptly to ensure client needs are met. Maintain active lines of communication with all departments. Take ownership of interdepartmental cohesiveness for internal and external efficiencies. Personnel Development Mindful cultivation of company culture with and for each employee. Sound understanding of company values and policies, holding team members accountable to excellence. Consistent ability to showcase effective leadership and mentorship skills. Grow and develop personnel skills in order to optimize career opportunities. Oversee the Management of, and Contribute to, the Day-to-Day Operations of the Department Efficiently and accurately processing and reviewing incoming B2C online orders. Promptly answer inbound calls to deliver exceptional customer service and efficiently direct inquiries to the relevant departments or employees as needed. Facilitate efficient outbound communication with vendors and stakeholders to gather information that optimally supports our customers. Oversee the distribution, resolution, and quality of responses for all B2C customer email tickets in our request ticketing system. Provide prompt acknowledgment, responses, and assistance to online clients through incoming chats. Oversee the Client Operations Specialists as they review all online orders flagged for potential fraud -remain vigilant about fraud policies and needed modifications, ensuring communication with relevant departments regarding any fraud concerns takes place. Collaborate with relevant parties regarding RMA receipt processing and refund transactions, including Client Services Specialists, Warehouse and Accounting staff, and clientele.