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Manager of Customer Support

Location:Burnsville, MN
Benefits:Medical, Dental, Vision, 401K, Short and Long Term Disability, PTO, Holiday
Employment Type:Full Time
Description:We've built a Legend of Treasure.
Are you the one who will share our legend with the world?

What does your perfect company look like?
• It would have customers that return again and again.
• It would be built on the most coveted and affluent demographic group on the planet.
• It would grow the top and bottom lines even through the toughest economic times.
• But it would still be only scratching the surface of what is possible!
Asset Marketing Services is in the treasure business.

We specialize in developing and marketing rare, high value collectible gold and silver coins from around the world. In almost 30 years of business, we have obtained over 350,000 very satisfied customers whose loyalty and repeat business have helped us achieve our A+ rating from the Better Business Bureau.

And every product is driven by a story.

Whether it’s gold shipwreck treasure coins, the latest U.S. Silver Dollar releases, exotic silver and gold from China, or exclusively-licensed collectibles from the Smithsonian Institution, we are selling stories – the stories legends are made of.

And when a powerful story connects with a perfectly-targeted listener, the results are staggering! We are seeking a dynamic, high energy Customer Support Manager to take our current $235 million business to new heights through skillful matching of the right story to the right customer.

Is it possible that a company based on history, mystery, legend, and lore can also deliver stunning growth, record-breaking sales, and a rich, profitable career? If you believe it is, then we need to talk!
Duties:Position Description Summary:

• This position will lead the department that is tasked with achieving that objective and elevating the inbound call capabilities and the customer experience department to another level. This includes goal setting, development of individual and group sales and call performance and monitoring of overall department quality assurance.

• Manage department’s customer development, sales productivity, and cost oversight. Analyze, develop and implement strategies that improve customer development measurements and key sales performance measurements. Manage and take accountability for ensuring that all departmental long and short-term goals are met.

• Create, foster and contribute to a collaborative working relationship with the Marketing and OB Coin Sales management and support teams, whose success and expectations will also be tied into directly to the performance of the Inbound Sales team. This will require an effective communication style along with an inclusive approach to meeting departmental goals.

• Performance Management for a team of 12-25 reps scheduled 7 days a weeks with night coverage included. Provide constant and immediate feedback and coaching to assist individual sales associates in attaining departmental and personal goals. Make intelligent and quick personnel decisions. Hold the associates and yourself accountable for meeting the ICARE values.

• Lead and own training within the department. Develop and manage an end-to-end training program for the team and provide feedback regarding the development of new hires to include customer care effectiveness, selling skills, system/application knowledge and client and product knowledge.
Qualifications:• College degree preferred, high school diploma or equivalent required with work experience.
• Extensive experience in call center dealing with customer service and/or sales.
• Management experience leading a team of at least 10+ employees, preferably call center employees across 7 days and multiple shifts. Strong leadership attributes with potential to grow into greater roles.
• Ability to prioritize workload and perform in a fast pace environment, while multi-tasking various responsibilities.
• Experience with developing a training curriculum.
• Experience with a start-up company or start-up department with proven record of success.
• Excellent verbal and written communication skills are a must.
• Ability to work with Microsoft Word, Excel, Outlook.

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