Assistant Customer Service Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

An Assistant Customer Service Manager plays a crucial role in ensuring the smooth operation of the customer service department. This position involves supporting the Customer Service Manager in overseeing daily activities, managing team performance, and improving service processes. Responsibilities typically include handling customer inquiries, resolving escalated issues, and training customer service representatives. By focusing on both customer satisfaction and team efficiency, an Assistant Customer Service Manager helps to consistently deliver high-quality service, contributing to overall business growth and customer loyalty.

- Bachelor’s degree in Business Administration, Management, or related field.
- Minimum of 3-5 years of experience in customer service or related field.
- Proven experience in a supervisory or managerial role within customer service.
- Strong understanding of customer service principles and practices.
- Exceptional communication and interpersonal skills.
- Proficiency in customer service software and CRM systems.
- Excellent problem-solving and conflict resolution abilities.
- Strong organizational and time-management skills.
- Ability to analyze customer service metrics and reports.
- Experience in coaching, training, and developing team members.
- Knowledge of industry regulations and compliance standards.
- Ability to work effectively in a fast-paced environment.
- Strong leadership and team management skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Flexibility to work varying shifts including evenings, weekends, and holidays if required.
- Strong attention to detail and accuracy.
- Ability to handle confidential and sensitive information with discretion.
- Commitment to maintaining high professional standards and ethics.
- Demonstrated ability to implement process improvements and manage change effectively.

- Supervise and support customer service representatives to ensure high-quality service delivery.
- Handle complex customer inquiries and resolve escalated issues promptly.
- Monitor daily operations and workflow to maintain efficiency and productivity.
- Conduct coaching and training sessions to improve team performance.
- Review and analyze customer service metrics to identify areas for improvement.
- Develop and implement policies and procedures to enhance customer satisfaction.
- Coordinate with other departments to address and resolve customer concerns.
- Prepare and deliver regular performance reports to senior management.
- Assist in scheduling and staffing to ensure appropriate coverage during operating hours.
- Oversee the handling of returns, exchanges, and refunds according to company policies.
- Implement and manage customer feedback mechanisms to improve service quality.
- Ensure adherence to company policies, industry regulations, and best practices.
- Participate in recruitment and selection processes for new team members.
- Conduct performance evaluations and provide constructive feedback to team members.
- Foster a positive and collaborative working environment.
- Manage inventory and supplies to support customer service activities.
- Stay updated on industry trends and best practices in customer service management.
- Develop and execute customer service improvement initiatives and projects.
- Address and resolve employee concerns and conflicts within the team.
- Represent the company in meetings with key clients or stakeholders when necessary.

The ideal candidate for the Assistant Customer Service Manager position will possess a Bachelor’s degree in Business Administration, Management, or a related field, supplemented by 3-5 years of progressive experience in customer service roles, including a proven track record in supervisory or managerial capacities. They will demonstrate a deep understanding of customer service principles and practices, enhanced by exceptional communication and interpersonal skills that facilitate effective team management and seamless customer interactions. Proficiency in customer service software, CRM systems, and Microsoft Office Suite, paired with strong analytical abilities, will enable them to accurately assess and improve service metrics. Their excellent problem-solving and conflict resolution skills, combined with the ability to work efficiently in a fast-paced environment, will be critical in handling escalated issues and maintaining operational efficiency. The ideal candidate will exhibit high emotional intelligence, empathy, and a customer-focused mindset, ensuring satisfaction and positive experiences. They will be adept at coaching, training, and developing team members, fostering a collaborative and supportive work environment. Demonstrating a strong work ethic, integrity, and commitment to professional standards, they will also show flexibility to work varying shifts as needed. With strong organizational skills, attention to detail, and a resilience under pressure, they will effectively manage team dynamics and drive continuous improvements through innovative thinking and strategic planning. An unwavering enthusiasm for learning and development, coupled with a results-driven attitude and an ability to handle confidential information discreetly, will further distinguish them as a perfect fit for this role.

- Supervise and support customer service representatives to ensure high-quality service delivery.
- Handle complex customer inquiries and resolve escalated issues promptly.
- Monitor daily operations and workflow to maintain efficiency and productivity.
- Conduct coaching and training sessions to improve team performance.
- Review and analyze customer service metrics to identify areas for improvement.
- Develop and implement policies and procedures to enhance customer satisfaction.
- Coordinate with other departments to address and resolve customer concerns.
- Prepare and deliver regular performance reports to senior management.
- Assist in scheduling and staffing to ensure appropriate coverage during operating hours.
- Oversee the handling of returns, exchanges, and refunds according to company policies.
- Implement and manage customer feedback mechanisms to improve service quality.
- Ensure adherence to company policies, industry regulations, and best practices.
- Participate in recruitment and selection processes for new team members.
- Conduct performance evaluations and provide constructive feedback to team members.
- Foster a positive and collaborative working environment.
- Manage inventory and supplies to support customer service activities.
- Stay updated on industry trends and best practices in customer service management.
- Develop and execute customer service improvement initiatives and projects.
- Address and resolve employee concerns and conflicts within the team.
- Represent the company in meetings with key clients or stakeholders when necessary.

- Strong leadership skills
- High emotional intelligence
- Exceptional communication abilities
- Detail-oriented
- Empathetic and customer-focused
- Adaptable and flexible
- Excellent problem-solving capabilities
- Strong analytical skills
- Effective time management
- Team-oriented mindset with collaborative spirit
- Results-driven attitude
- Innovatively inclined to drive improvements
- Ability to coach and mentor
- Calm demeanor under pressure
- High integrity and ethical standards
- Strong organizational skills
- Resilient and dependable
- Strategic thinker
- Strong work ethic
- Enthusiastic about continuous learning and development

- Competitive salary range ($XX,000 - $XX,000 per year)
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Employee assistance program (EAP) for personal and professional support
- Flexible work schedules
- Remote work options
- Professional development and training opportunities
- Tuition reimbursement program
- Opportunities for career advancement and internal promotions
- Employee recognition and reward programs
- Wellness programs and resources
- Discount programs for company products and services
- Life insurance and disability coverage
- Commuter benefits and parking assistance
- Collaborative and inclusive work environment
- Employee referral bonus program
- Company-sponsored events and team-building activities
- Access to company gym and fitness facilities