Customer Service Manager - iCanvas.com

Company Name:
Job Description
Do you breathe Excellence? Do you love Art? Are you known to be a good listener? Do you want to be part of a fast-growing and fun company? Well, you are in luck!
iCanvas, is not looking for a plain Customer Service person, we are not looking for someone to just answer the phone calls or e-mails, we are looking for a passionate Customer Service Superstar and Visionary. Our Company is rapidly growing and an ideal candidate will not only be able to perform the existing customer service function, but will also be able to grow and lead the department as our company continues to rapidly grow and evolve.
The Customer Service Manager will ensure that iCanvas customers are not just satisfied but blown away by an amazing experience. Our Customer Service Manager is key to providing best in class service and driving repeat business across all iCanvas retail channels. The Customer Service Manager will identify areas of inefficiency and potential for improvements within the existing role, and collaborate with senior management in planning for the future of the customer service function.

Areas of responsibility include but are not limited to the following:
Implement productivity, quality, and customer-service standards
Identify customer service trends by analyzing available data
Assist senior management in planning and budgeting for the Department
Provide best-in-class service experience to customers, facilitating increased customer loyalty and positive word of mouth
Resolve all customer service problems and follow problems through to resolution, and suggest future mitigating action
Monitor all customer service e-commerce ticket systems across our network of e-commerce systems
Manage order returns, cancelations, and refunds for e-commerce transactions through our RMA ticket system
Monitor all customer service rating platforms provided by third party systems and ensure all service issues are resolved and any inquiries are responded to
Respond promptly to customer phone calls, emails, and live chat inquiries
Keep accurate records and document customer service tickets, actions and discussions
Complete service audits to ensure standards are met
Provide accurate reporting on customer service trends
Identify process improvements and implement required changes
Support the creation of FAQs and canned responses.
Perform other customer service related duties as assigned, including but not limited to: planning, development, execution, and analysis.

2-3 years experience working in a customer service role
2-3 years experience working in e-commerce
Strong attention to detail
Strong troubleshooting and multi-tasking skills
Strong Microsoft Excel knowledge required
High level proficiency and writing skills in English required
Excellent verbal and written communication skills
Working knowledge of customer service software and tools
Ability to think strategically and to lead
Experience in industries of home d cor or art is a plus
Experience with online live chat systems is a plus
Experience managing customer service tickets across online marketplaces such as Amazon.com, Etsy.com, and Overstock.com

B.A./B.S. degree


Health & Dental
Competitive Salary and Benefits
Paid Time Off + 9 paid Holidays
Annual Bonus Program
Fun, high-energy, art-filled culture
Flexible hours so you can be at your most productive
Relaxed Dress Code
Art discounts for you and your family
New opportunities always becoming available
Work hard / play hard culture(game room includes air hockey, pool, and ping pong)
Access to an exceptional executive leadership team
About iCanvas
iCanvas.com is one of the largest online providers of high-quality canvas art prints, focused on making great art affordable and accessible to everyone. Every piece of art is printed and assembled on-site to ensure the highest standards of quality -- hand-crafting each with premium materials. iCanvas.com curates its deep selection of art by working with hundreds of trendsetting artists throughout the world and an amazing team of in-house illustrators. You can find our art regularly featured on sites like Jackthreads, Gilt, and Hautelook.
Apply Now: http://app.betterinterviews.com/careers/icanvas/vacancies/10219?board=

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