Our success is a result of the diversity of the Big Ass Fans team. Are you seeking an opportunity to work with extraordinary people with an entrepreneurial spirit? Do you have something that sets you apart from the rest? With a bias for action, we want you to and bring the next great BAF product to market. From our customers to our employees, we are passionate about what we can accomplish together. If this sounds exciting to you, you might be exactly what we need on our team.
Big Ass Fans' commitment to high-quality standards extends beyond our products - it's infused in everything we do! The BAF customer service team creates an unparalleled experience for our customers ensuring we build a relationship as a trusted advisor in every interaction (ask out our NPS metric). We're on the lookout for a Customer Service Manager who will contribute to the BAF's growth by identifying areas for improvement, refining processes, and enhancing our brand through exceptional customer interactions. As the Customer Service Manager, you play a pivotal role in implementing customer-centric strategies and initiatives within our Customer Service, Aftermarket Sales, and Technical Support teams.
If your passion lies in providing top-notch services, creating exceptional customer experiences, and leading teams to new heights of excellence, this role is for you!
Responsibilities
Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
Lead and manage the Customer Service, Technical Support and Aftermarket teams, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
Collaborate with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.
Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.
Requirements
Bachelor's degree in business administration, customer service, or a related field Minimum of 7 years of experience in customer service, with at least 3 years in a leadership role
Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty
Strong knowledge of customer service principles, practices, and strategies
Familiarity with relevant customer service software and tools
Excellent written and verbal communication skills
Familiarity with cloud-based CRM (Salesforce preferred)
Strong organizational and time management skills
Detail-oriented to maintain accuracy within responsibilities
Why live life Big Ass?
You’re not just a member of the Big Ass Fans team; it’s BIGGER than us. We are a Madison Industries company - one of the largest and most successful privately held companies in the world. Madison Industries has fostered and built exceptional companies that are essential to our collective health and well-being. Come join us as we build something truly remarkable!
You want benefits? We’ve got your health insurance, life insurance, 401(k) and more. You want Big Ass Benefits? Join us in the cantina for a catered lunch followed by a game of Ping-Pong, Pool or Cornhole. Did we meet our daily goals today? Let’s open the beer fridge and play a game of pool! Don’t forget to attend the latest BAF-sponsored social outing.
Big Ass Fans, a perennial honoree among “Best Places to Work” offers employees competitive pay and a challenging and rewarding work environment!
Why haven’t you applied yet?
Big Ass Fans is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, age, disability or veteran status. Big Ass Fans maintains an environment where each individual is valued and respected. Individuals are expected to understand and comply with OSHA and ISO 9001 standards and procedures. Individuals are expected to apply safe work methods when performing the job requirements in hazardous and non-hazardous environments to avoid injury to self to co-workers or damage to property. Individuals are expected to report unsafe work conditions or equipment operation to supervisors immediately and observe all safety rules.
If you need assistance or accommodation due to a disability, you may email us at [email protected] or call us at 1.877.244.3267.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Industrial Machinery Manufacturing
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