Snow Joe
  • Customer Service
  • Carlstadt, NJ, USA
  • Full Time

Are you ready to join one of the fastest growing lawn and garden tool brands and GO WITH JOE? Snow Joe has an immediate opening for a Customer Service Director at our corporate headquarters campus in Carlstadt, NJ. We are looking for an eager, passionate, knowledgeable, technically-savvy and helpful customer-centric leader who is capable of ensuring an exceptional and seamless customer experience from start to finish for both our B2B and our B2C customers. Qualified candidates will have:

  • Prior experience building call centers from the ground up
  • Strong proficiency with customer support chats like Facebook messenger and iMessage
  • Be a Zendesk master
  • Have a solid logistics background
  • Have fully-honed recruitment, coaching, training and development skills
  • Prior experience creating customer service policies, objectives and initiatives

As Customer Service Director, you will be responsible for all B2B and B2C customer inquiries for the entire customer service department, which will include, but not be limited to, troubleshooting tool issues, conducting training and development sessions that turn customer care representatives into product knowledge experts, conducting practical and written assessments to assess mastery of product knowledge, supplying warranty information, assisting with internet purchases and site navigation, fielding questions regarding order status/changes to orders, responding to customer queries via our social media channels.

The Customer Service Director is expected to become a subject matter expert in the lawn and garden industry and be able to assist both B2B clients and B2C clients alike. In addition, the Customer Service Director, in partnership with human resources and management, will be tasked with team building, training, recruitment, and performance management for the entire customer service department.

 Essential Duties and Responsibilities:

  • Develop service level standards that focus on response times and issue resolution
  • Establish policies and procedures that produce the highest quality customer service delivery and that exceed industry best practices
  • Implementation of systems to capture and report on service metrics, including customer feedback, call volume per representative, call time per representative, # of escalations, trends in product or service issues
  • Conduct weekly training sessions that help customer service representatives become product knowledge experts who are able to educate and inform the customer; train reps on "upgrading the sale" whenever possible by assisting customers with making informed purchasing decisions based on their lawn and garden outdoor project
  • Ensure customer inquiries are investigated and responded to in a TIMELY manner
  • Proactively staff the department in accordance with seasonal needs and times of high volume; effectively liaison with Human Resources for staffing needs.
  • Align customer service initiatives to support and enhance the objectives of the company
  • Utilize and optimize Facebook Messenger and iMessage for customer support and chat.
  • Create functional strategies and specific objectives for the department and develop budgets, policies, procedures to support achievements of objectives
  • Learn the Snow Joe + Sun Joe product catalog inside and out (i.e. going through an actual assembly of a product) and familiarizing yourself thoroughly with all use and care manuals so that you can be a knowledgeable resource to B2C customers, B2B customers and your team's customer service representatives.
  • Daily interaction with internal departments (operations, accounting, sales, digital marketing, human resources)
  • Responsible for team training, recruitment, coaching, development, written performance appraisals including objective measures of assessments (monthly written and practical product knowledge assessments), setting KPIs for employees for the entire department and taking appropriate action if KPIs are not met
  • Responding to escalations as needed
  • Tracking performance of the entire department as a whole and making improvements to streamline processes
  • Liaise with digital marketing teams to effectively respond to social media queries, liking, and commenting with fanbase on social media channels.

 Desired Skills and Competencies:

  • ERP systems experience- Microsoft Dynamics strongly preferred but not required
  • Proficient in the Microsoft Office suite (excellent Excel and Powerpoint skills required)
  • Zendesk Master
  • Facebook Messenger and iMessage guru, specifically as they relate to customer support and chat
  • Prior experience building teams, training, recruitment, development, performance management and conducting performance appraisals
  • Excellent written and oral communication skills
  • Strong organizational skills and attention to detail
  • Ability to meet deadlines
  • Excellent phone communication skills

 Education and Experience:

  • Bachelor's degree required
  • At least 5+ years managerial experience in an in-bound call center environment
  • Sales experience a plus
  • Team training, coaching, recruitment, leadership experience required
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