Assistant Customer Service Manager

Company: HomeWetBar.com Gifts
Location: Oklahoma City
Posted on: April 15, 2025

Job Description:

We are seeking a highly motivated and experienced Assistant Customer Service Manager to support our growing Customer Service team. This role blends frontline customer interaction with leadership responsibilities, making it ideal for someone who thrives in a fast-paced environment and enjoys both solving customer issues and coaching others to do the same.
You'll lead by example-providing direct customer support across phone, email, and chat, while also guiding a team of Customer Service Representatives to deliver outstanding service. This position plays a vital role in optimizing team performance, driving quality standards, and helping shape the overall customer experience.

Compensation:$22 - $25 hourlyResponsibilities:Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and friendly manner.
• Identify and resolve customer concerns efficiently, ensuring a positive customer experience.
• Guide and support representatives through complex or escalated issues.
• Train, coach, and mentor team members to improve service quality and performance.
• Lead daily team huddles, provide feedback, and ensure alignment with department goals.
• Promote and upsell current products, services, and promotions.
• Monitor and analyze customer service metrics to identify trends, areas of improvement, and training opportunities.
• Collaborate with leadership to establish service objectives and process improvements.
• Maintain accurate records and prepare daily/weekly/monthly reports.
• Assist with scheduling, workload management, and resource allocation to ensure coverage and productivity.
• Ensure policies and procedures are understood and properly implemented by all team members.
• Stay current on company offerings, troubleshooting techniques, and internal tools.
  Corporate Sales Team Support Duties
  • Assist the Corporate Sales team by coordinating order details, processing bulk and custom orders, and ensuring timely communication between departments.
  • Provide support in managing high-profile or large-volume client accounts by delivering exceptional service and follow-up.
  • Help gather customer insights and feedback to support the Sales team's outreach and retention efforts.
  • Collaborate on sales-related administrative tasks such as generating quotes, updating CRM records, and assisting with proposal documentation.
  • Serve as a liaison between Customer Service and Sales to ensure a consistent and smooth customer experience.
    Qualifications:
    • 3-4 years of experience in customer service, with at least 1-2 years in a lead, supervisor, or assistant management role.
    • Proven experience in a call center environment handling high volumes of emails, calls, and chats.
    • Strong leadership, coaching, and team development skills.
    • Excellent communication, interpersonal, and conflict resolution abilities.
    • Skilled in multitasking and remaining calm under pressure.
    • High attention to detail with the ability to make decisions confidently and efficiently.
    • Proficiency with office software and technology, including Microsoft Excel and Word.
    • Must be able to type at least 45 words per minute.
    • Experience supporting or working alongside a sales or business development team is a plus.
    • Flexible availability, including the potential for evenings, weekends, and holidays.
    • High School Diploma or equivalent required.About Company
      A four-time winner of the Metro 50 award, honoring them as one of Oklahoma City's fastest-growing private companies. HomeWetBar has also been recognized nationally as one of the Inc. 500/5000 fastest growing companies in America four times and by Newsweek Magazine as the best of the best in e-commerce two years running.
      Our secret to success? We have an amazing team that creates incredible products that our customers love and other retailers want to sell. We acquired our first customer in 2004, and today, we create 250,000+ gifts a year, shipping those directly to the gift recipient for a variety of well-known brands.
      Benefits
      • 401(k) match
      • Dental insurance
      • Health insurance
      • Vision insurance
      • Life insurance
      • Paid time off: Two weeks paid time off per year (increases up to four weeks).
      • Paid holidays
      • Continued education program paying up to $3600
      • Employee discounts
        
        #WHGEN2
        
        Compensation details: 22-25 Hourly Wage
        
        
        
        PI2ae0a9fd9df0-37248-37399521

Keywords: HomeWetBar.com Gifts, Lawton , Assistant Customer Service Manager, Hospitality & Tourism , Oklahoma City, Oklahoma