Customer Service Manager
Cumulus Media

Toledo, Ohio

Job Description

Sweet Deals | Atlanta, GA is seeking a full-time Customer Service Manager (CSM) to supplement our technology platform to ensure a delightful experience for every customer, every time. Candidates should be inspired by the power of technology to change industries, but should have impeccable social & communication skills that will close the loop when pure technology falls short. The candidate must be available to work from 8:30 a.m. - 5:30 p.m. Monday-Friday, with occasional extra time requirements to complete tasks during peak seasons. This position offers flexibility for some remote work.

The CSM will interact directly with both advertisers and customers when our technology compliance slips, provide a back-up to our Customer Service Agents by trouble-shooting whenever there are questions or concerns and assist the executive team with administrative tasks including data entry, general office administration, customer refunds and returns.

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.


  • Develop and manage and train employees responding to Customer Service tickets
  • Develop scripts and responses for FAQs and negative reviews
  • Provide day-to-day support for order processing for online sales channel
  • Respond to customer questions related to online ordering experience
  • Rectify account discrepancies, communicate changes, and update appropriate records and systems
  • Ensure merchant compliance with Sweet Deals performance metrics
  • Acting with urgency to meet Sweet Deals business metrics, including confirmation rate and response time
  • Maintain accurate appointment and payment details via internal systems
  • Collect and respond to customer feedback in real-time
  • Improving customer service experience, create engaged customers and facilitate organic growth
  • Taking ownership of customers issues and following problems through to resolution
  • Setting a clear mission and deploying strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Any other duties required of this position

Job Requirements
  • 3-5 years' experience in managing customer service teams
  • Proven working experience as a customer service manager, retail manager or assistant manager
  • Advanced troubleshooting and multi-tasking skills
  • Ability to stay calm under pressure, negotiate, and mitigate issues through conflict reconciliation
  • Excellent written and verbal communication skills with the ability to ask clarifying questions and explain information accurately and concisely
  • Ability to train by simplifying complex issues into an understandable and organized format
  • Excellent Computer skills, including Excel
  • Very strong organizational skills and solid follow-through
  • Very detail-oriented and thorough, ensuring accuracy of information delivered to customers and employees
  • Professional demeanor and trustworthy individual with capacity to protect confidential information
  • Overall great attitude, great sense of humor, and strong work ethic
  • BS degree in Business Administration or related field
  • All new hires must be fully vaccinated for COVID-19 by date of hire, subject to legally-mandated accommodations

What we offer:
  • Competitive pay
  • Focused, responsible and collaborative work environment with the ability, to ask "what if" and try innovative solutions
  • Medical, Dental & Vision Insurance coverage
  • 401K
  • Paid Vacation & Holidays

For immediate consideration, please visit [ Link Removed ]

For more information about CUMULUS MEDIA, visit our website at: [ Link Removed ]

CUMULUS MEDIA is proud to be an Equal Opportunity Employer (EOE).

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