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About the Role
We are seeking a Customer Service Manager to lead our team in providing exceptional customer support. This role involves managing inquiries, resolving complaints, and ensuring timely, empathetic assistance across multiple channels to enhance customer satisfaction and brand reputation.
Responsibilities
- Manage and guide a team of Customer Service Representatives, ensuring high-quality customer service is provided.
- Respond promptly and professionally to customer inquiries via email, social media, and other platforms.
- Resolve customer complaints by identifying the issue, determining the cause, communicating the best solution, and following up to ensure resolution.
- Manage and track incoming customer requests using the company’s CRM system.
- Monitor social media channels for customer feedback, questions, and complaints.
- Craft clear, brand-appropriate responses while maintaining professionalism in public comment threads.
- Work closely with internal teams, including sales, fulfillment, and marketing, to resolve customer issues.
Requirements
- 2+ years of management experience in a Customer Service environment.
- 5+ years of customer service experience, preferably in a fast-paced or customer-centric environment.
- Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
- Strong written communication skills with the ability to adapt tone depending on the platform.
- Experience using CRM or ticketing systems.
- Comfortable navigating multiple digital tools and multitasking between channels.
Skills
- Customer Service Management
- Team Leadership
- Customer Inquiry Response
- Complaint Resolution
- CRM Systems
- Social Media Monitoring
- Written Communication
- Interpersonal Skills
Location
- 43-34 32nd Place, Long Island City, 11101
Work Type
- Full-time
- Onsite
Experience Level
- Management Experience
- Customer Service Experience
Salary/Compensations
- $70,000 - $80,000 annually DOE
Benefits
- Health Insurance
- Dental & Vision Coverage
- Paid time off
- 401k
- Employee Discounts
- Gym Membership Reimbursements
About the Company
- Gamer’s Choice is an equal opportunity employer.
Equal Opportunity
- Gamer’s Choice is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. Gamer’s Choice is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
- If you require an accommodation to participate in the application process, contact us at hr@gamerschoice.com