Customer Service Assistant Manager

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Customer Service Assistant Manager plays a crucial role in ensuring customer satisfaction by supporting the Customer Service Manager in overseeing the customer service team. This role involves supervising daily operations, addressing escalated customer concerns, and implementing effective service procedures and strategies. Additionally, the Assistant Manager is responsible for training and mentoring staff, monitoring performance metrics, and striving for continuous improvement to enhance the overall customer experience. Excellent communication, problem-solving, and organizational skills are essential to succeed in this dynamic role, aimed at fostering a customer-centric environment.

- Bachelor's degree in Business Administration, Management, or a related field
- Proven experience in a customer service supervisory or management role
- Strong understanding of customer service practices and principles
- Excellent communication and interpersonal skills
- Ability to handle escalated customer issues effectively and professionally
- Proficiency in customer service software and CRM systems
- Strong leadership and team management skills
- Excellent problem-solving and decision-making abilities
- Ability to analyze data and generate reports
- Strong organizational and multitasking skills
- High attention to detail and accuracy
- Ability to work under pressure and meet deadlines
- Flexibility to cover different shifts and work during high-volume periods
- Ability to coach, train, and develop team members
- Commitment to providing outstanding customer service
- Familiarity with regulatory and compliance requirements
- Strong budgeting and resource management skills
- Positive attitude and ability to motivate a team
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to collaborate with other departments and stakeholders
- Up-to-date knowledge of company products, services, and promotions

- Supervise and support customer service team members
- Handle escalated customer inquiries, complaints, and issues
- Monitor and evaluate team performance
- Provide feedback and coaching to team members
- Train and onboard new customer service representatives
- Develop and implement customer service policies and procedures
- Coordinate with other departments to address customer needs
- Track and analyze customer service metrics
- Prepare reports for senior management
- Schedule and manage team shifts
- Conduct regular team meetings
- Maintain records and process refunds
- Manage inventories of service tools and equipment
- Identify areas for process improvement
- Implement changes to improve efficiency and customer satisfaction
- Maintain up-to-date knowledge on company products, services, and promotions
- Provide support during high-volume periods
- Cover for staff shortages when necessary
- Foster a positive and productive work environment
- Motivate and engage team members
- Ensure compliance with regulatory requirements and company standards
- Respond to customer feedback through various channels
- Make recommendations for service improvements
- Collaborate with the IT department to resolve technical issues
- Manage budget-related activities including cost control and resource allocation

The ideal candidate for the Customer Service Assistant Manager role is an accomplished professional with a Bachelor's degree in Business Administration, Management, or a related field and a proven track record in supervisory or management positions within customer service environments. They possess a deep understanding of customer service practices, principles, and the ability to handle escalated inquiries and complaints with poise and professionalism. Exceptional communication and interpersonal skills are essential, coupled with proficiency in customer service software and CRM systems. This individual displays strong leadership and team management capabilities, excelling in problem-solving and decision-making, and is adept at analyzing data to generate insightful reports. Highly organized and detail-oriented, they manage multiple tasks efficiently while maintaining a high level of accuracy, even under pressure. The ideal candidate demonstrates flexibility, covering different shifts and high-volume periods as needed, and has a strong commitment to providing outstanding customer service. They possess a thorough knowledge of regulatory compliance and budgeting principles, along with solid proficiency in Microsoft Office Suite. A positive attitude, motivational skills, and a collaborative mindset are key attributes, alongside a commitment to continuous improvement and a proactive, results-driven approach. This individual embodies a high customer service orientation, integrity, empathy, and patience, with strong analytical abilities to generate actionable insights and innovate customer service processes effectively.

- Supervise and support customer service team members, ensuring they provide high-quality service to customers
- Handle escalated customer inquiries, complaints, and issues, providing resolution in a timely manner
- Monitor and evaluate team performance, providing feedback and coaching as needed
- Train and onboard new customer service representatives, ensuring they understand company policies and procedures
- Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction
- Coordinate with other departments to address customer needs and improve overall service
- Track and analyze customer service metrics and prepare reports for senior management
- Schedule and manage team shifts to ensure adequate coverage and adherence to company rules
- Conduct regular team meetings to update staff on product changes, company news, and service expectations
- Handle administrative tasks such as maintaining records, processing refunds, and managing inventories of service tools and equipment
- Identify areas for process improvement and work with the team to implement changes
- Maintain up-to-date knowledge on company products, services, and promotions to provide accurate information to customers
- Provide support during high-volume periods and cover for staff shortages when necessary
- Foster a positive and productive work environment by motivating and engaging team members
- Ensure compliance with regulatory requirements and company standards
- Respond to customer feedback through various channels and make recommendations for service improvements
- Collaborate with the IT department to resolve technical issues affecting customer service operations
- Manage budget-related activities including cost control and resource allocation

- Strong leadership skills
- Proven track record in customer service management
- Excellent interpersonal skills
- Effective communication skills
- High level of professionalism
- Strong problem-solving abilities
- Decision-making capabilities
- Ability to handle stressful situations calmly
- Attention to detail
- High level of accuracy
- Strong organizational skills
- Ability to prioritize tasks effectively
- Strong multitasking abilities
- Positive attitude
- Motivational skills
- Team-player mentality
- Ability to work independently
- Flexibility and adaptability
- Commitment to continuous improvement
- High customer service orientation
- Strong work ethic
- Integrity and honesty
- Empathy and patience
- Strong analytical skills
- Ability to generate actionable insights
- Collaborative mindset
- Willingness to learn and develop skills further
- Technologically savvy
- Innovative thinking
- Strong financial acumen
- Familiarity with regulatory standards
- High energy and enthusiasm
- Proactive approach
- Results-driven mindset
- Ability to manage time effectively

- Competitive salary range ($50,000 - $65,000 annually)
- Health benefits including medical, dental, and vision insurance
- Retirement plans with company matching contributions
- Paid time off (PTO) and paid holidays
- Flexible work schedule options
- Opportunities for career advancement and professional growth
- Comprehensive training programs and continuous education
- Life insurance and disability coverage
- Employee assistance programs (EAP)
- Performance-based bonuses and incentives
- Discounts on company products and services
- Employee wellness programs and initiatives
- Tuition reimbursement programs
- Remote work opportunities
- Onsite fitness center access
- Collaborative and inclusive work environment
- Recognition and rewards programs
- Access to mentoring and coaching programs
- Participation in company events and team-building activities
- Commuter benefits and transportation subsidies
- Childcare support and parental leave policies