Remote within U.S. - Customer Service - Employee - Full Time

Customer Service Manager

Last update: April 17, 2024

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JOIN OUR TEAM! 

Are you a passionate leader and team trainer? Are you interested in setting team goals, supporting the customers and working through the details for 100% satisfaction?  Dr. Berg Nutritionals is hiring a Customer Service Manager who wants to be part of an expanding team. If this sounds like you, then you are in the right place!  

Join a well-established and thriving brand and play a vital role in enhancing the organization's customer support and service initiatives.   

 

Job Overview 

We are seeking an experienced Customer Service Manager with knowledge of customer service, who enjoys setting goals and leading teams toward these goals, is detailed oriented, and who thrives working within varied systems. Our ideal candidate has a proven record of motivational leadership, clear communication with accountability, and analytical abilities to focus on continued improvement. 

You will be responsible for leading the customer support initiatives and team and partnering with our Dr. Berg Advisor team and leaders to drive the continued success of our organization. 

 Job Duties & Responsibilities  

  • Lead and mentor a team of customer service representatives to deliver best-in-class support to our customers across multiple channels, including email, chat, and phone. 

  • Oversee, lead, coach, and train customer support staff on policies, procedures, systems, and organizational initiatives. 

  • Utilize the CRM Software to track customer interactions, analyze data and identify opportunities for improvement.  

  • Collaborate with cross-functional teams, including Marketing and Product Development, to ensure a seamless customer experience throughout the buyer’s journey.  

  • Tend to escalated customer service complaints. 

  • In accordance with organizational goals, focus on team metrics to drive ongoing quality and service. 

  • Monitor and review customer calls for quality assurance purposes.  

  • Keep the team informed about changes to the company's products and services and communicate updates to the team effectively. 

  • Ongoing review of workflows to continually improve processes for area of responsibility. 

  • Monitor key performance indicators (KPIs) and metrics related to customer satisfactions, response time, and resolution rates and take proactive measures to address any issues. 

  • Ensure all customer support staff are adhering to their schedule and are producing 

  • Recommend and advise on improvements in the CRM system  

  • Ensure issues are reported and handled in a timely manner  

  • Ensure all customer service team members are following all policies and procedures  

  • Other duties as assigned. 

 

Qualification and Skills required 

 

Here is what you need to be successful in this role:  

  • A minimum of Five years of experience in customer service management, with a focus on eCommerce.  

  • Proficiency in CRM Software (e.g. Salesforce, Zendesk or similar) and demonstrate experience leveraging CRM data to drive business results.  

  • Proven track record of implementing successful customer service strategies and initiatives that have results in improved customer satisfaction.    

  • Excellent problem-solving and decision-making abilities, with a customer-centric mindset.  

  • Excellent verbal and written communication skills  

  • The ability to lead and motivate a team which includes providing guidance, support and direction to achieve organizational goals. 

  • Understanding and prioritizing customer needs is imperative in this role.  This would include a commitment to delivering excellent service through your team. 

  • Ability to analyze data and performance metrics to suggest areas of improvement and assist with business growth.   

  • Experienced in resolving conflicts within the team and handling difficult customer situations with diplomacy. 

  • Skills with implementing and monitoring the quality of customer interactions through call evaluation, chats and emails based on predefined criteria.  

  • Demonstrated ability to make well-informed decisions and communicate changes effectively. 

  • Previous experience working for a Supplement company is a plus but not required.  

Work From Home Requirements 

  • Up-to-date PC with Windows or MacOS operating system, anti-virus protection, and reliable high-speed internet connection.  

  • Employees are expected to ensure their work environment is conducive to productivity, free from major distractions and without any conflicting responsibilities during scheduled shifts.  

  • Tech-savvy approach to everyday tasks and communication is imperative.  

  • Must be comfortable and experienced using Microsoft Office365 (Word, Teams, Outlook, OneNote, Project, Excel, etc.) and able to learn and navigate new computer software. 

 

 

Join Dr. Berg Nutritionals 

Here at Dr. Berg Nutritionals, we're on a mission to transform the world into a healthier and happier place!  

We don’t just care about the bottom line—we ensure that every member of our team enjoys the freedom, support, and resources to unleash their full potential.  

Join us in creating a positive impact, and let's have a blast while making a difference! 

We embrace diversity and inclusion and encourage everyone at Dr. Berg Nutritionals to bring their authentic selves to the table.  

We work hard here—but we also work smart and recognize that personal and family challenges arise, and life happens. Our goal is to help employees create a healthy work-life balance by providing paid vacation, holidays, and personal days. 

Experience the freedom of working fully remotely. Say goodbye to commuting stress, increasing expenses on gas and meals out, and the constant buzz of office noise and distractions.  

We believe that remote work equals happier employees. When you join us, you can work from anywhere, allowing you to focus on productivity and delivering exceptional results without having to waste your precious time stuck in traffic.  

Get ready for perks that go beyond the ordinary! Join us and enjoy competitive pay plus amazing benefits, including: 

 

✔ Feel secure with 40 hours of paid Personal Days and 80 hours of Paid Time Off 

✔ Full medical, dental, and vision benefits for our full-time employees 

✔ Stay fit with a paid gym membership—your health matters 

✔ Enjoy well-deserved downtime with paid time off on seven holidays 

✔ Boost your wellness with a 50% discount on all Dr. Berg products 

✔ Achieve that perfect work-life balance with the incredible support of our dynamic team! 

 
Pay: $35 - $40/hour DOE 

Hours: Full-Time, Monday to Friday 9am-6pm EST 

Location: Fully Remote 

Note: We are not hiring California-based candidates at this time.