Posted on by & filed under Employment, Contract and Project Opportunities.

Manager, Customer Service

This position is based in Sebastopol, CA.

Safari Books Online is seeking a Manager, Customer Service to assume supervisory responsibility for a team of Customer Service Representatives providing end user support for our business and consumer product offerings. The team provides customer service and support to end users, individual subscribers, and business partners, primarily focusing on product usage, billing, account configuration, and fulfillment issues.

The Manager, Customer Service and team work in close cooperation with the Manager, Technical Support and team, as well as other Operations staff. In addition, this person will work closely with Engineers, Product Managers, Sales, and Marketing staff.

The primary focus area includes:

  •  Individual subscriber & end-user product support, including access, billing, configuration, and usability issues.
  • B2B account provisioning and product fulfillment support.
  •  Development and management of self-help knowledge base material.
  •  Other areas as may be defined.

70% administrative and supervisory
30% individual contribution

 Essential duties and responsibilities

 Administrative and supervisory functions (70%)

  •  Provide direct-line management of Customer Service staff, including training, development, management, and evaluation.
  • Schedule, direct, and coordinate daily activities of Customer Service staff and other resources within focus area.
  •  Develop, document, and continuously refine processes and procedures aimed at streamlining and optimizing workflows within focus area.
  • Ensure, coordinate, and provide training to Customer Service staff as appropriate within focus area as required for operational effectiveness, new release readiness, and continuous improvements.
  • Other duties as defined by management.

 Individual Contributor functions (30%)

  • Actively resolve phone, chat, email, and web cases within focus area on par with other Customer Service staff, but focused on escalated issues.
  • Develop, review, and publish knowledge base articles, solutions, and related content designed to enable customer online self-help.
  • Other duties as defined by management.

 

Knowledge, skills, and abilities

  • BS degree, or comparable work experience. 
  • Five or more years relevant work experience, with at least 2 years in a management or supervisory role.
  • In-depth knowledge of tools, applications, technologies, and business practices within an online ecommerce environment.
  • High level of customer service skills, experience, and process planning.
  • Proven ability and motivation to provide and apply appropriate level of leadership and delegation.
  • Ability to work independently in a dynamic team environment with minimal direct supervision.
  • Strong presentation and communication skills, both verbal and written.
  • Excellent organizational, problem-solving, and analytical skills, with a strong attention to detail.
  • Ability to manage changing priorities and evolving workflows.
  • Good judgment with the ability to make timely and sound decisions.
  • Resourcefulness, flexibility, sense of urgency, and with a positive can-do attitude.
  • Creative, flexible, and innovative team player with excellent interpersonal skills.
  • Commitment to excellence and high standards.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Ability to communicate effectively with individuals at all levels of the organization and from various backgrounds.

 Please forward resumes of interest to: resumes@safarijv.com

Tags: customer service manager, hiring, Safari Books Online,

One Response to “Safari Books Online is Hiring: Manager, Customer Service (Sebastopol, CA)”

  1. Brian

    Hi friend,
    Great post !
    Customer service is becoming increasingly critical all the time. Online based
    businesses in particular must work on these concepts.