Customer Service Manager

TO BE CONSIDERED YOU MUST SEND A COVER LETTER AS WELL AS A VOICE RECORDING ANSWERING THE FOLLOWING QUESTIONS:
For 60-120 seconds – tell us what you have done in the past that qualifies you for this position, and why you are interested in this position. Tell us one superpower that you would like to bring to this position if hired.

Company Overview

Rocky Mountain Oils (RMO) is a growing, fast-paced, direct-to-consumer eCommerce company operating in the essential oil, health, and wellness industry.

RMO sells premium grade essential oils to help families take control of their health and wellness. Our customers are looking for a premium experience not only in the oils we deliver but in the web properties and customer service we provide. Every employee at Rocky Mountain Oils must be committed to this mission.
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Job Description

RMO is hiring a remote Customer Service Manager. This position will play a critical role in serving and educating our customer base and achieving future company goals. First and foremost, this position will lead and work closely with our customer service team to create a positive customer experience with each and every interaction.
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The ideal candidate must have customer service and management experience. This position will report directly to the CEO. RMO’s culture is fast-paced, high performance, results-oriented, and caring.
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Responsibilities:

Overseeing each Customer Service Agent
Train customer service representatives on products and upselling
Increase revenue on phone calls by 10%
Increase average order value on phone calls by 10?al directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquires and resolve customer complaints promptly
Create incentive programs for the customer service team
Perform Quality Assurance functions on our eCommerce website
Obtain and evaluate all relevant information to handle product and service inquires
Provide pricing and delivery information
Enforce attendance policy
Set up new customer accounts, process orders, forms, applications, and requests
Organize workflow to meet customer time-frames
Manage customer accounts and databases
Direct request and unresolved issues to the designated resource
Record details of inquiries, transactions, comments, and complaints
Eliminate missed calls and decrease wait time in queue for customers
Follow up with customer interactions
Provide feedback on the efficiency of the customer service experience
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Key Competencies:

Leadership skills
Interpersonal skills
Professional communication skills, verbal and written
Listening skills
Data gathering and analysis
Problem analysis and problem-solving skills
Ability to add and subtract numbers and to multiply and divide
Attention to detail and accuracy
Adaptability
Stress Tolerance
Ability to work well and manage a team
Ability to type at least 45 wpm
STRONG English skills with minimal accent
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Education and Experience:

College degree preferred
A minimum of two years of experience working in customer service, client relations or a related field.
Knowledge of customer service principles and practices
Intermediate knowledge of essential oils
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Requirements:

*Compensation and Benefits:Compensation:

$7-9/hr.
Annual assessments and salary increases based on performance
Possible Annual bonuses based on performance
Paid time off that accrues with longevity

Full-time
*Please save your resume as a PDF and send resume and cover letter to Click to view
Job Type: Full-time

This Job Is Ideal for Someone Who Is:

People-oriented — enjoys interacting with people and working on group projects
Achievement-oriented — enjoys taking on challenges, even if they might fail
Autonomous/Independent — enjoys working with little direction
Innovative — prefers working in unconventional ways or on tasks that require creativity
High stress tolerance — thrives in a high-pressure environment
This Company Describes Its Culture as:

Detail-oriented — quality and precision-focused
Innovative — innovative and risk-taking
Outcome-oriented — results-focused with strong performance culture
People-oriented — supportive and fairness-focused
Team-oriented — cooperative and collaborative