JOB OPENING - Customer Service Manager



JOB OPENING - Customer Service Manager

SERRV International, a long established nonprofit fair trade catalog and wholesale organization, seeks a high energy, customer focused, well organized individual to lead our customer service team in our New Windsor, Maryland facility.

GENERAL PURPOSE: This position is responsible for the efficient functioning of the Customer Service Department which includes hiring, training, and supervising Customer Service Representatives, insuring proper staffing to meet call levels at different times of the day, week, and year, and monitoring quality of customer service contacts. This position requires excellent communication, management and leadership abilities as well as a commitment to fair trade as a strategy to reduce poverty.

This is a permanent, salaried position with full benefits with variable hours including weekdays, evenings, and weekends. No vacation can be scheduled in October and November

The Customer Service manager leads a team of four (4) to twelve (12) employees depending on the time of the year and business flow. May also utilize volunteers occasionally.

DESIRED MINIMUM QUALIFICATIONS:

Education and Experience

• AA or equivalent experience, understanding of basic accounting principles

Work Experience

• Management or supervisory experience in a Call Center or Customer Service Department.

• Basic computer skills including word processing, data entry, calculator, phone, fax machine, and copy machines

Work Traits

• Reacts calmly under stress and assists staff in dealing with stressful situations in a supportive manner, organized and able to delegate work

• Friendly, polite, and personable

• Communicates openly and thoroughly on a regular basis

For a complete job description visit us at jobs

To apply send a letter of application and resume to Jim Ramsey at SERRVHR@ or fax to 712-338-4379

SERRV is a nonprofit equal opportunity Employer – Member World Fair Trade Organization

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