Title : Customer Service Manager

Company : Luxury DTC Brand

Location : Los Angeles, California

Responsibilities :

• Own the customer experience and inquiries across channels : email, chat, social, DM, Google Business / Yelp.
• Achieve target NPS score and offer a best-in-class experience to every customer.
• Create and execute the best strategies and techniques to increase rate of repeat purchases.
• Partner closely with e-commerce, operations, production, marketing / loyalty, brand, ecommerce.
• Grow, train, and nurture a global customer experience team, establish best practices through consistent online training.
• Contribute to the creation of an integrated data-centric platform to analyze the customer journey and make strategic decisions to improve the customer journey, improve engagement, increase conversion, and minimize returns / cancellations.
• Communicate customer feedback to the appropriate teams.
• Define, manage, and report customer success metrics on a weekly basis.
• Support and improve VIP outreach to create an extra personalized experience.
• Think creatively about what is necessary to bring a personalized luxury experience as well as implement those positive changes.

Requirements :

• Must have 2-3 years of DTC / ecommerce Customer Service Experience.
• Must have experience managing at least one direct report.
• Understanding of luxury customer and product.
• Strong knowledge of Shopify, Zendesk, Google Analytics, Gorgias, etc.
• Bachelors Degree from an accredited institution.
• Strong critical thinking and strategic mindset.

Salary : $50,000 $65,000

Salary is commensurate with experience and is an estimated range provided by JBC

Job description

MUST RESIDE IN CALIFORNIA!!

We are a rapidly growing company that has more clients than we can see. We understand that it is a good problem to have, but we need more qualified people that will help us keep up with our growth.

What we do is provide benefits for labor unions, credit unions, and associations. Working with police departments, firefighters, teachers, postal workers and other labor unions as well.

We have set up direct relationships with over 20,000 union associations around southern California.

What we desire in a candidate : self-motivation, proven leadership abilities, a customer service attitude, integrity, a desire for professional development and growth, a willingness to learn, and exceptional people skills.

What we provide is a genuine career opportunity : training and mentorship, growth opportunities, and financial success.

The role of benefits coordinator is to simply educate these members who request information about the benefits that are available to them through their union affiliation.

Sales involved only if the customer desires to opt in for additional benefits. No cold calling as we only work with union associations directly.

Requirements for consideration :

• Flexible hours
• Fluent in English (Bilingual in any language is a plus but not required)

Benefits

• Health insurance reimbursement for all staff (upon qualification)
• Life insurance at no cost
• Agents have an established career path with collectively bargained progressions and vesting of renewal commissions (retirement plan)
• UNION BENEFITS Our staff also belong to a union which includes benefits
• Free college classes for all members
• Student Debt Reduction Program
• Scholarship access for members and their children
• Union provides life insurance (in addition to our company) for all members
• Roadside assistance for all members
• Identity Theft Protection for all members

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If you are passionate about fitness and a person who wants to change lives every day for an UNBELIEVABLE company then keep reading!

Why is it great to work here?

Gold’s Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager to help our teams to provide world class service for our members by utilizing in-depth knowledge of company products and programs.

We’ll challenge your skills, talents, and abilities and reward your every success. Here is just some of the benefits you will get by being a Gold’s Gym employee :

• Work in a fun environment with great people
• Great benefits package
• John Hancock 401k,
• Aflac supplemental insurance options
• free gym memberships, and discounts
• Opportunities to grow within the company

What sets us apart from the rest :

• Dedication to our members’ successes and goals
• Integrity which creates life-long relationships
• Passion for people in the communities we serve
• Pride in what we do and who we are
• Leadership development (ongoing)
• Excellence in execution
• But most of all . we are more than a gym; we are a family!!

We want talented individuals who :

• Have a positive, upbeat, and outgoing attitude
• Are passionate about hospitality and excellence for our members
• Can work in a dynamic, fast-paced, goal-oriented environment without sacrificing quality of service
• Have fitness industry experience (preferred)
• Love to constantly learn and grow

When you come to work you’ll :

Management / Leadership Duties :

• Manage Operations team to ensure policies and procedures are followed at all times
• Hires, trains and supervises operations team members for the front desk, Kids Club and Housekeeping Associates.
• Serves as Liaison with Corporate Customer Care Department assisting General Manager with member and / or operational issues
• Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time
• Serves as Liaison with cleaning team daily to ensure proper level of cleanliness maintained at all times including daily management of the cleaning checklists
• Works in cooperation with GM to manage / process cancellations following procedures in place to retain member
• Assists GM with management of Medallia to ensure all members concerns are addressed in a timely manner
• Assists GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by the indicated deadline
• Ensure that project / department milestones / goals are met and adhere to approved budgets
• Enforces all club rules, policies and promotes proper execution of all procedures.
• Keep the club fully staffed thorough review of applications, interviewing making hiring recommendations to the general manager.
• Manage membership questions, concerns, and inquiries for their facility
• Develop and monitor monthly, quarterly and annual metrics including employee retention and satisfaction
• Train staff to be the face of the club by providing hospitality to all members and guests
• Lead by example to provide a clean, friendly, top of the line club for our members
• Manage employee performance by coaching, and creating a healthy, positive working environment.
• Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals

Operations Support :

• Ensures that all front desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, travel / guest passes
• Directs and controls all gym walk-thru
• Communicates with GM regarding ways to improve front desk operations
• Responsible for communicating and following cash management procedures
• Manages the retail sales procedures for the gym.

There are some MUST HAVES :

• Ability to use sound business judgment and have strong analytical skills
• Ability to effectively communicate with constituents
• Effective listening skills
• Effective delegation and follow-up skills
• Effective planning and organization skills
• Demonstrates ability to create a positive environment
• Demonstrates willingness and openness for self-development
• Ability to identify and use resources to improve overall operations
• Strong leadership qualities coupled with excellent motivational, communication, and team-building skills will make you an ideal candidate for this position.
• College degree preferred
• Current CPR Certification is required.

This role requires the ability to move and lift up to 25 lbs. Standing, or walking for extended periods of time and ensuring a professional demeanor, clear communication, and appearance in a clean uniform are also required

ASK YOURSELF IF YOU HAVE WHAT IT TAKES .. COME BE APART OF THE FAMILY LEGACY TODAY!

We Celebrate Everyone!! Gold’s Gym SoCal and all it’s affiliated clubs are an equal opportunity employer. We are proud of our diversity and are committed to creating an inclusive environment for all employees, applicants, vendors, and members alike.

All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Customer Service Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Customer Service Role and Responsibilities : Track interactions in CRM - Record customer interactions in the internal system for cross-functional awareness and relationship development.

Manage in-house customer communications - Greeting customers and addressing customer questions, requests, and issues. Consult on customer success - Advise customers on leveraging the product / service based on their unique needs.

Maintain working product knowledge - Act as a product expert to ensure customer information is accurate, up-to-date, and strategic.

Customer Service Requirements for Consideration : Professional presentation Strong communication skills Entry-level experience (0-5 years) Excellent written and verbal communication skills Ability to address complaints and issues with effective solutions and a positive attitude Passion for delighting customers with above-and-beyond service Excellent time-management and prioritization skills Within commutable distance to LA If you feel that you may be a good fit, please submit an application while the vacancy is still available! Powered by JazzHR

Summary

The Team Member's responsibility first and foremost is to deliver a premium customer experience by inspiring creativity within our customers and making JOANN their happy place! All Team Members drive sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy.

The Team Member's role is to create an exceptional in-store experience and provide excellent customer service by interacting and engaging with customers.

The Team Member will also embody characteristics and perform the duties of Hearts, Hands, Minds, and Inspire.

Responsibilities & Competencies

HEARTS

Greets every JOANN customer and uses the F.A.S.T. service model to meet the customer's needs.

Asks open-ended questions to learn about customers' project needs and escorts them to the desired product's location.

Engages in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.

HANDS

Processes customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.

Lift boxes from the truck and receiving area, place, and arrange items on shelves and racks. Required to enter and exit truck beds to remove freight.

Unloads freight from the truck and sorts it according to company procedures. Move product from delivering truck to sales floor as needed.

Stocks shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.

Maintains high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills / messes with a sense of urgency.

MINDS

Invites customers to participate in store activities such as Education Classes, Custom Framing, and any other events.

Proactively drives sales through product knowledge, suggestive selling, innovative merchandising and building strong customer relationships to the JOANN brand.

Works to minimize shrink in the store by following proper policies and procedures including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management.

INSPIRE

Assists other Team Members with tasks to ensure that the team exceeds expectations set by Store Management.

Works with Store Management and other Team Members on projects in a friendly and professional manner.

Assists with training new Team Members on running the register, cutting fabric, stocking shelves, and customer service.

Ability to work with customers and team members

Ability to maintain a safe work environment

Ability to interact collaboratively with others

Ability to get work accomplished through others

Ability to communicate effectively in a group environment

Ability to work a varied schedule based on business needs

Applicable laws may place restrictions on a Team Members ability to perform certain work duties listed in this job description.

Please contact your manager if you have any questions regarding the limitations on the duties you can perform.

Physical Demands

Stand during an entire shift (other than normal break time).

Continuously walk around all areas of the store throughout shift.

Read written instructions, reports, and other information on paper and computer screens.

Orally communicate with customers and other team members on consistent basis throughout their shift.

Input data on computer keyboard and handheld units.

Use 2-way radios (hear incoming messages and provide verbal response).

Push / pull merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor.

Lift, place, and arrange items on shelves and racks.

Bend down and reach above head.

Climb and descend ladder.

Individually lift up to 50 pounds unassisted, and group lift +50 pounds up to -97 pounds (lifting 2lbs on a constant basis, 10lbs on a frequent basis).

Expected Availability

Part-time status requires availability that meets the needs of the store. Part-time Team Members are generally scheduled to work less than an average of 28 hours per week in a measurement period, as defined by JOANN and are not guaranteed any particular number of hours per week.

Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Hours are scheduled according to needs of the store and the team member's availability. Relocation may be required for career progression.

Full-time status requires open availability and ability to work at least an average of 36 hours per week over the course of a year.

Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Team Members meeting these requirements are eligible for benefits within the Company’s full-time benefits program. Hours are scheduled according to needs of the store and the team member’s availability.

Relocation may be required for career progression.

Experience

Experience

Minimum - No experience required

Preferred - 1-3 years previous experience in a customer centric environment

This Position will be located at :

1000 SOUTH CENTRAL AVENUE Glendale, CA 91204Range of Pay for Position (Final pay rate is based on experience and qualifications) : $15.50-$21.00

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members :

• Medical, Dental and Vision benefit plans
• Company-paid basic, Optional, and Dependent life insurance
• Long-term disability and Company-paid Short-term disability
• Paid Time Off and Sick Time
• 401(k) Retirement Plan with an employer % match and Employee Stock Purchase Plan
• Tuition Reimbursement
• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit https : / / joann.myben.site /

JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all duties for this position.

Nothing in this job description should be construed as an express or implied contract of employment. JOANN is an at-will employer, which means that your employment may be terminated by JOANN or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and authorized representative of JOANN.