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Consumer Solutions/Customer Service Manager

Date Posted: 5/6/2021

Job #1583064
Permanent
Tucson, Arizona
Staff

Lucas Group has partnered with our cannabis client in Tucson, Arizona  on their search for a Consumer Solutions/Customer Service Manager . Rewarding and fun place tp work. Fast growing, hands down the leader in their space. Great pay and benefits!

As a Consumer Solutions Manager, you will be a vital resource to drive overall customer satisfaction and help drive “service to sales” .

You are tasked with properly structuring and developing  a growing team, consisting of basic CSRs to seasoned “grow experts” who can answer any consumer and some commercial customer questions, plus developing the knowledge base, CSR scripts and escalation procedures to ensure consistency amongst agents.

 The Consumer Solutions team responds to customers from all channels. By leading from example you will also help with servicing customers by processing customer orders, ensuring a high level of engagement, team morale, and efficiency.

Develop the Consumer Solutions team to both “close orders” by providing product and cultivation recommendations to customers as well as  servicing existing customers, post purchase to ensure the best customer experience.

Recruit, interview, hire, and train new representatives and specialists - determining the best mix of generalist CSRs and cultivation specialists to scale.

Oversee the development of scripts, knowledge base and escalation procedures so that there is a consistency in messaging and policies. 

Manage  the team on all “order to cash” activity via phone/email and chat,  including but not limited to:  product selection, shipping estimates, order entry, customer invoicing, processing payment, and return issues

Develop individual team goals that align with department and corporate targets. Prepare reports on customer support contact statistics and departmental metrics.

Develop CSR schedules to ensure a consistent ge and address all escalated customer matters 


 

Educational & Work Requirements:

  • Degree: BA
  • Work Experience: 3-5years of customer service, management

Title: Consumer Solutions/Customer Service Manager

Location: Tucson

Client Industry: Agriculture Supplies

Lucas Group ID: 1583064

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