Customer Service Manager

Customer Service Manager

League Outfitters is looking for a Customer Service Manager who will be a doer, a leader, a teacher, and a manager. You will play an essential role in ensuring our customers receive top‑notch service. Plus, you will manage the day‑to‑day activities and personnel within the Customer Service Department.

You will be responsible for assisting customers, solving customer problems, being a good listener, and having a GREAT positive attitude. This position is responsible for interacting with our customers via phone, email, and Live Chat.

We are looking for a competent and enthusiastic individual with superior communication, problem‑solving, and people skills to join our Customer Service team. This position is at the forefront of our consumer communications and plays an integral role in our overall success.

The Customer Service Manager will use empathy to understand our customers' needs and solve their challenges, great and small. As an ambassador of the company, the Customer Service team plays a critical role in ensuring our customers have an outstanding experience every time. You will help identify customer needs, present and answer questions about our various products, and recommend solutions.

The Customer Service Manager will learn and grow with the company. You will be responsible for maintaining a strong relationship between the company and its customers. You will be the face of the company to customers, so you must be able to quickly prioritize responsibilities to efficiently execute a myriad of tasks related to customers' issues. The goal is to ensure excellent service in order to foster repeat customers.

• 5+ years of managing a customer service team or department
• 7+ years of customer service experience
• Proven leadership and staff development skills, which help to motivate Customer Service Representatives and provide professional growth, allowing them to assume additional responsibilities
• Strong critical thinking skills with the ability to efficiently gather and process information required for problem‑solving and resolution in response to customer inquiries
• Experience working in customer service or client relations
• Excellent communication skills (written and verbal) to communicate effectively with customers as well as internally with fellow team members via email / live chat, phone, and in person
• Extreme passion for attention to detail
• Ability to multitask and work well with others
• Well spoken, energetic, positive attitude, and enthusiastic
• Passion to provide superior service excellence and leadership
• Ability to take direction and to navigate through multiple software systems simultaneously
• Self‑starter who can work independently, initiating projects and ideas
• Organized and reliable as well as results‑oriented
• Ability to use sound business judgment to resolve issues with customers
• Able to take complete ownership of tasks and projects that are assigned
• Very comfortable working individually and as a team
• Self‑motivated to put in the best effort day in and day out to get the job done

• Lead and manage Customer Service Representatives in our Jessup, Maryland location
• Hire, schedule, train, develop and manage Customer Service Representatives
• Accountable for the overall success of the Customer Service team and customer satisfaction
• Develop and improve standard operating procedures
• Provide the ultimate level of service to the customer in a pleasant, efficient manner via telephone, email, and Live Chat
• Field inbound calls from customers in order to ensure excellent service
• Communicate with customers in a proactive, positive, and professional manner across multiple channels
• Respond to questions, provide information, and promote products while meeting the needs of the customer
• Identify the root cause of inquiries by asking probing questions to determine a solution that is best for the customer
• Maintain and learn product knowledge to be able to educate consumers and suggest products that meet their needs and wants
• Remain positive and professional in all customer interactions
• Use critical thinking to help identify areas to improve the tasks and maximize efficiency
• Help wherever…