Customer Service Manager at Dropoff, Inc.

| Austin
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***Due to Covid-19, this position is currently a remote/work from home position***

Company Overview

Dropoff provides reliable same-day delivery to enable businesses to meet rising customer expectations. Our sophisticated logistics platform allows enterprise businesses to gain visibility into their deliveries, equipping them to improve customer experience and streamline operations. National leaders in healthcare, retail and industrial partner with Dropoff to fulfill customer needs using our professional drivers and proactive customer service. For more information about how Dropoff is shaping the future of same-day delivery, visit https://www.dropoff.com.

About the Opportunity

Searching for your next challenge? If so, Dropoff might just be your dream job. We are disrupting the same-day delivery which is expected to be a $30 billion-dollar business by 2025 and Dropoff has quickly become a leader in the space.  We are dramatically improving the client experience for our clients and their customers. Continually rated as one of the best places to work in Austin, TX by the Austin American-Statesman and a proud recipient of Inc 5000 Fastest-Growing Private Companies in America, we are looking for a Customer Service Manager (CSM), located in Austin, TX. Logistics experience is a plus. This position reports to the Director of Client Success.

The CSM’s primary focus will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Service Representatives. We’re seeking a Customer Service Manager who can lead this department and foster positive relationships with our clients and team members. The CSM will become the subject matter expert on all “deliveries in progress” customer service interactions. If you’ve served in a leadership role of a 24/7 telephone call center and/or online customer service forums, we’d like to speak with you about this role. We offer excellent benefits, a competitive starting salary and paid vacation as well as opportunities for advancement.

Responsibilities

  • Recruit, onboard, train and provide ongoing supervision of the Dropoff Customer Service Representative team (CSR).

  • Provide ongoing coaching, development and formal performance reviews for CSRs.

  • Achieve team key performance indicators for call/issue resolution and productivity. 

  • Manage team in a fashion consistent with Dropoff core values. 

  • Act in a front line CSR capacity when necessary, and as a customer escalation point.

  • Act as administrator for Dropoff’s call center telecom and provider. Setup users and run KPI reports from this platform.

  • Work in partnership with Account Management, Dispatch and Market Operations team members to seek customer care improvements.

  • Manage cost of service for the Customer Service Department, seeking ways to improve the cost to serve the business.

Skills & Experience

  • Bachelor's Degree preferred 

  • Clear and precise communication skills - both written and verbal

  • Strong leadership skills, with an ability to both serve and lead team activities. Representative team (CSR)

  • Positive interpersonal skills, maintaining a positive and composed demeanor while working with individuals in different departments and in pressured situations

  • Analytical skills – analyze complex data, draw accurate conclusions, make business recommendations

  • Strong problem-solving skills, with an ability to react quickly and works well in a dynamic environment

  • 6+ years in Customer Service (online and/or telephone)

  • 2+ years in a supervisory role  

  • Flexible schedule some weekends required

  • Proficiency with Office Suite and G-Suite

  • Experience working remotely and managing remote employees 

  • Experience working with Customer Care technologies like ZenDesk and RingCentral 

Dropoff Benefits

  • Stock options (everyone is an owner in the company)

  • Great Healthcare Plan for you and all dependents (we help you out with the cost!)

  • Flexible vacation policy (work/life balance is important to us!)

  • Culture (we are an inclusive team who celebrates our unique talents) 

  • Room to grow your career (we encourage internal career progression and are proud to see our team members take on new roles)

Dropoff is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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