← Go back to all jobs

Expired

Customer Service Manager
📍 New York, USA

The Wing

[Expired] - Customer Service Manager

Company:
The Wing
Coworking Space:
The Wing
Address:
New York, USA 20 st between Broadway & Park

Responsibilities include but are not limited to:

    • Ensure that solution oriented hospitality is delivered across all communications platforms.
    • Create a roadmap for the member experience as it relates to Member Services, and share interdepartmentally.
    • Build and standardize systems, and implement CRM tools with an eye towards growth and scalability.
    • Work with field teams to ensure that all member communications remain on-brand.
    • Add an analytical focus to our Member Services department by measuring our current customer satisfaction level and other key metrics and setting, tracking and achieving improvement goals.
    • Add an analytical focus to all member communications, measuring feedback, trends, and themes, and building reports to quantify.
    • Work interdepartmentally, to support other teams in member-facing communications.
    • Coaching and mentoring member services team, to ensure the whole team is executing events to standard, and understands our internal systems.

Key Competencies:

    • Comfortable talking to members.
    • Team player.
    • Ability to prioritize and re-prioritize.
    • Championing Change - The link between Corporate and front line, Strategic orientation or the capability to see the big picture
    • Revenue Driver/Financial Acumen
    • Empathetic - the ability to sense others' feelings and how they see things.
    • Effective Communication and High EQ
    • Warm, Friendly demeanor - welcoming, accessible to all and approachable
    • Logistics and Operations - Ability to plan ahead and stay organized
    • Coaching and Developing Others - Caring for current and long term growth
    • Results Driven - aligning the team around a common vision (revenue + retention)
    • Managing Others - encouraging, honest, objective,  the ability to persuade, motivate and encourage
    • Ethical Awareness - Shows good judgement and culturally sensitive
    • Policies Process and Procedures - Follow established processes made by HQ
    • Quality + Hospitality - disciplined and detail oriented, maintains and enforces high standards
    • Resilience - Stay positive and make the best of whatever challenges they are faced with
    • Team building - Inspired by strong team bonds, excited to execute initiatives put forth by HQ

Qualifications:

    • 6+ years customer service experience, required.
    • Hospitality, retail, or service experience, required.
Full time