Customer Care Supervisor

• Do NOT visit our location unless you have an interview scheduled. Doing so will result in immediate disqualification.* Customer Care Supervisor Job Type: Full-Time, remote (Florida residents only) Company Overview For over 20 years, Cigar Place has provided “best-in-class” premium cigars and accessories at affordable prices, along with delivering unparalleled customer service, where our customers always take priority. Join our expanding team and discover a workplace that champions internal growth and career development. We're seeking enthusiastic individuals who share our passion for delivering outstanding customer service and a commitment to excellence. If you're excited by the prospect of enhancing the online cigar shopping experience and thrive in a growth-oriented environment, we encourage you to submit an application today! Position Highlights: Cigar Place is actively seeking a passionate Customer Care Supervisor to join our team! This individual will be responsible for providing our customers with the best service experience possible, while driving repeat and new business by being an advocate for our company and its products. In addition, the supervisor will be supporting the Customer Care manager with ticket escalation, day-to-day department management, and data reporting activities related to the departments KPI’s. This is a full-time position with company-supplied equipment. Hours are primarily Monday - Friday, with a rotating schedule for Saturday coverage. This position reports directly to the Customer Care Manager. Our Ideal Candidate:

• Customer-focused, with a pleasant demeanor and excellent communication skills.
• Good sense of humor, indispensable, able to multitask and prioritize, and a problem-solver.
• Cigar knowledge is a plus, but a drive for customer service and willingness to learn is essential.
• Experience with generating and presenting reports based on system data.

Responsibilities:

• Ensure excellent service standards by providing a positive and pleasant customer service experience on every encounter with every customer.
• Respond efficiently to customer inquiries and maintain high customer satisfaction during all customer interactions including telephone, e-mail communications, and chat.
• Responsible for taking orders via inbound sales calls ranging from moderate to light in volume.
• Offer advice and products to our customers based on their previous order history as a courtesy and without ever making them feel pressured or hassled to add additional items to their order.
• Document customer interactions clearly and accurately in the Customer Service Ticket System.
• Assist department manager with metric tracking and regular reporting to be presented to senior leadership.
• Become familiar with software and processes used by the department and act as support and backup SME to the Customer Care Manager.
• Act as backup to manager on assigning workload when the manager is unavailable.
• Complete various additional tasks as assigned.

Minimum Job Requirements: Education:

• Associates degree required; College degree in business administration or related field highly preferred.

Experience:

• Minimum of 3 years Customer Service experience with D2C e-Commerce based company.
• 2 years experience in lead/supervisory role involving delegation of work and owning ticket escalations.
• Experience with generating and presenting metric based reports.

Knowledge, Skills & Abilities:

• Proficient communication skills, both verbal and written.
• Basic to intermediate computer knowledge with a working knowledge of Microsoft Office (Excel, Word) and Google Apps (Drive, Docs, Sheets)
• A professional manner with strong organizational and time management skills.
• Comfortable in a fast-paced environment
• Strong attention to detail
• Ability to work independently in a remote environment.
• A quiet workspace with reliable internet connection.
• Ability to commute to Stuart, FL for semi-annual team meetings and gatherings.

Desired Qualifications:

• Experience with Zendesk.
• Familiar with various web browsers including, but not limited to, Chrome/Firefox, and Internet Explorer and is able to shift seamlessly between many tabs at once.
• Familiarity with the Cigar industry.

Pay: $25-$30 to start, depending on experience.

Benefits

Package:

• Comprehensive Health Insurance: Medical, Dental, & Vision
• Retirement plan options with company match
• Participation in bonus plans (based on individual and company goals being met)
• Paid holidays
• Paid Time Off (PTO)
• Generous employee discount
• Career advancement opportunities

Job Type: Full-time Pay: $25.00 - $30.00 per hour Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience:

• E-commerce: 3 years (Required)
• Supervising: 1 year (Required)
• Data analytics/reporting: 1 year (Required)
• Zendesk: 1 year (Required)

Location:

• Florida (Required)

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