The Customer Service Manager position is responsible for managing and building a customer service team that will be the face of Murdoch’s legendary customer service. The Customer Service Manager will oversee the day-to-day customer service operations, as well as improve our current procedures, policies, and standards. As manager of the customer service team, you will be expected to oversee the day-to-day tasks, such as pre-sales, checkout, billing, account management, returns, product questions, website technical guidance, etc.

Work Location: Murdoch's Customer Service Team prides itself on a fun, welcoming, collaborative, and hybrid office environment within the Home Office in beautiful Bozeman, Montana; however, this position can be fully remote in multiple locations with a preference towards those candidates residing in our retail market although we are willing to consider applicants from other states.

As a Murdoch's Team Member in this role, you will...

• Resolve escalated client complaints/issues promptly and effectively.
• Improve and create effective customer service procedures, policies, and standards that meet our values and principles.
• Work with store managers to ensure the in-store customer service experience matches the digital experience.
• Use data and feedback to assist with developing content for the website.
• Train new customer service specialists.
• Stay informed on the latest industry techniques and methods.
• Listen and review calls and chats to ensure we’re delivering consistent service to our customers.
• Monitor and analyze call center volume.
• Addresses customer complaints by researching, responding, and following up with customers in a timely manner.
• Assists customers with any issues in regard to their returns or their orders via email or phone.
• Greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information, and general eCommerce information.
• Liaises with our store locations for any issues raised by customers.
• Works with the entire Murdochs.com team to accomplish store goals and make customers happy.
• Other duties as assigned.

As a Murdochian in this role, you must...

• Demonstrate the ability to coach, mentor, and build team members.
• Possess excellent customer service skills.
• Have a solid understanding of standard concepts and practices within the eCommerce retail environment.
• Have previous experience with customer service phone, chat, and email required.
• Be proficient in Microsoft Office Suite along with IT experience including troubleshooting skills.
• Have the proven ability to multi-task within an evolving fast-paced working environment.
• Demonstrate strong communication (written, oral and interpersonal).
• Be self-motivated and resourceful, requiring minimal supervision.
• Have a positive attitude & Teamwork.
• Demonstrate the ability to empathize with our customers and store associates.

Physical Demands:

• Sitting for long periods of time.
• Repetitive wrist movements on the keyboard.
• Close vision for PC work.
• Bending, carrying, and pushing.
• Heavy lifting (no more than 50 lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Competitive Benefits + Compensation:

• Colorado Base Pay: $50,000 - $65,000 annually depending on experience
• Amazing Employee Discount on everything from clothes to power tools to pet food.
• Multiple Health Insurance options to best suit your needs after 60 days.
• Dental & Vision options to complete your health plan.
• Life Insurance to secure your family’s financial future.
• Paid Vacation allows you to relax and recharge.
• Holiday Pay throughout the year so you can celebrate with your family.
• Paid Sick Time empowers you to stay home and focus on your health without losing pay.
• 401(k) with a generous 4% company match to help plan for retirement.
• Community Giving Program matches your donations and provides paid volunteer hours.
• Wellness Program saves you money by lowering medical premiums with credits earned.
• Training Program helps you expand your knowledge and skills with over 250 courses.
• Other various Voluntary Insurance Options.

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