Customer Service Manager

Voices.com, London’s own award-winning tech company, is actively seeking it’s next phenomenal team member in the form of a Customer Service Manager.

The Company

Voices.com is an online marketplace connecting voice over talent from across the globe to clients who are in search of a voice-over for their project. Radio and television stations, advertising agencies, production studios and Fortune 500 companies rely upon the Voices.com marketplace to search for, audition and hire voice talent. See our innovative platform in action at www.voices.com.

The Role

As Customer Service Manager at Voices.com, you are responsible for the smooth and efficient operation of the Customer Service department. Your goal is to utilize your perfected people and organizational skills to manage not only the staff but also the processes, procedures and day-to-day operations of the department. You will lead the team and be an inspiring example of Customer Service excellence by carrying out your own daily tasks of Salesforce case management, making and receiving support calls, and answering emails with professionalism, poise and purpose. Reporting to the Director of Finance & Operations, you will achieve your mission of providing stellar support to our customers and maintaining an efficient, communicative department that you can be proud of.

Your Responsibilities

1. Represent Voices.com when working with existing and potential customers by providing, either by phone or email, accurate explanations about billing practices, voice over rates and services offered by the Voices.com platform. You will be the go-to person for handling all matters of customer care and support, including but not limited to service requests, complaints, claims and other information.

2. Answer, resolve and analyze calls from customers who report problems, and provide solutions so as to ensure the quick and efficient resolution of any issue.

3. Accomplish the objectives of the Customer Service department by participating in interviews; training new staff; coaching, counselling, mentoring and disciplining team members; communicating job expectations; and otherwise managing the Customer Service team.

4. Consult and advise Leadership Team members in all things Customer Service, including but not limited to implementing best practices, formulating and updating departmental procedures and policies, monitoring and analyzing metrics, and implementing change within the department.

5. Other duties as assigned and/or needed.

Your Required Skills:

1. Solid interpersonal skills and the ability to work effectively with a wide range of constituencies.

2. Exceptional communication skills, both in person and over the phone.

3. Knowledge of the Microsoft Office Suite and Google Apps (Gmail, Docs and Calendar)

4. Some knowledge of Salesforce or other customer relationship management applications considered a definite asset.

5. Familiar with the NetPromoter Score and other Customer Satisfaction measurement techniques.

6. Dependable, reliable, ambitious and driven.

7. Ability to handle and work under pressure.

8. Personable, approachable and friendly, but with a professional edge.

9. An unabashed love of competitive office foosball and/or ping pong, as well as soup, cookie and chili “throw-downs.”

Your Qualifications:

• 3+ years of experience in a managerial role

• 3+ years of experience in a customer service role

• College diploma or university degree in Business Administration, Communications or a related field

• Absolutely stellar customer service skills

• Exceptional computer skills

• Typing skills of 50 - 60 wpm

What You Get in Return:

• Competitive compensation.

• Company benefits program.

• An open, fun, forward-thinking corporate culture in an amazing downtown London, ON location.

• Flexible working schedule to promote better work-life balance.

Your Next Steps:

All interested candidates are invited to apply either via email to [email protected] or by applying online to the Voices.com Careers page here.

Deadline for applications is Friday, June 14, 2013 at 5pm.

Voices.com would like to thank all applicants in advance, but advises that only those chosen to progress to the next stage in the recruitment process will be contacted.