Sales & Customer Support Manager

1 week ago

Vancouver, Canada Rove Concepts Full time

Rove Concepts is looking for an experienced Sales and Customer Support Manager to oversee our Sales & Customer Care Team.

If you are: If you are a people leader who is committed to customer service excellence; and is a caring and dependable individual with a passion for helping others succeed, willing to work hard in a fast-paced environment, while constantly pushing yourself and others to be their best, then we want to hear from you

What you'll do:

- Training and Coaching — Ensure the team is trained and equipped with required knowledge and tools. Coach, monitor and train as per assigned KPI’s & Goals
- Problem Solving — Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Include appropriate people in the decision-making process.
- Customer Service — Lead by example while managing difficult or emotional customer situations. Respond promptly to customer needs, requests for service and assistance. Support your team when necessary to execute queries in a timely manner.
- Communication — Speak clearly and persuasively in positive and negative situations. Clear written communication, and has the ability to read and interpret written information.
- Team Work - Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values and treats people with respect and promotes a harassment-free environment.
- Quality Management - Assists in maintaining the highest level of customer service. Participate in ensuring Rove Concepts standards are in compliance. Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
- Initiative — Meets challenges with resourcefulness, generates suggestions for improving work and takes responsibility for their own actions. Asks for and offers help when needed.
- Compliance - Adheres to all policies and procedures required by Rove Concepts and maintains confidentiality.
- Financial - Perform and authorize customer refunds and credits
- Technology - tech savvy, quick learner and able to utilize and monitor multiple platforms simultaneously.

**Please note this is an onsite role and will require you to work in our Vancouver Head Office.**

What you'll need:

- University degree in business or equivalent preferred
- 5 to 7 years of experience within a customer relations industry, with at least 3 years of management experience, motivating and leading teams in a call-centre environment
- 3-5 years of retail management experience
- Exhibited and proven leadership skills in motivating and educating others with a demonstrable track record in managing a high-performance team
- Very strong leadership skills to mentor staff
- Ability to make quick decisions, multi-task and great problem-solving skills
- Ability to train, coach and provide staff with communications and feedback
- Strong communication skills
- Open-minded and excited to join a smaller company with the ambition for growth
- Adaptability, work ethic and a positive attitude
- ** Experience with Zendesk and Freshdesk a plus

What we're offering:

- Rocketing growth - yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within
- Casual and open work environment
- Competitive salary and benefits package with 3 weeks’ vacation to start
- We are a dog-friendly office space
- Regular social events with a great team culture
- Work with a high-performing team of people who are passionate about their contributions

**Benefits**:

- Extended health care
- Vacation & paid time off
- Vision care
- Dental care
- Casual dress
- Company events & social hours

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