CGX Customer Service Manager FT - 6503

Customer Service Manager – Elevate the CGX Experience!

Oversee daily customer service operations and serve as the vital link between customers and CGX leadership, turning feedback into action and ensuring seamless online and in-store support.

DUTIES

Overall management responsibility of day-to-day operations in the CGX customer service team. Reports to the Customer Experience Manager. Develops and oversees customer service standards. The Customer Service Manager serves as a bridge between the customer and CGX. Communicates customer feedback regarding CGX products, services, or customer experiences to cross-functional management teams and other departments so they can align their work with customer needs and expectations. Utilizes customer service software tool to create reports that provide insights into service requests and the team's performance across channels. Manages the resolution of all shopCGX customer account creation, login / access, and authorization issues, and the approved budget of the customer service department.

Work cross-functionally with Marketing, Ecommerce and Merchandising to maintain broad knowledge of products, pricing, promotions, procedures, and other important issues to reduce customer service issues.

Interviews, hires, trains, and conducts performance evaluations of staff. Ensures departmental efficiencies through use of acceptable leadership techniques. Manages employees in the Customer Service department with hands-on approach and trains team on assisting all customers with shopCGX site navigation, specifically for uniform purchases, CG uniform regulation, alteration and fitting requirements, uniform item descriptions and prices to assist customers purchasing uniforms.

Testing all website functionality for end users.

Performs related duties as assigned.

QUALIFICATIONS REQUIRED

Minimum :

• Proven customer support experience and ability to adapt / respond with excellent telephone, chat, and email communication skills. Must be an active listener.
• Demonstrated experience working with a Merchandise Information System in a multi-store environment.
• Demonstrated leadership experience and problem-solving skills.

Preferred (in addition to the minimum) :

USCG COMMUNITY SERVICES COMMAND COMPREHENSIVE BENEFITS

OTHER ESSENTIAL INFORMATION

HOW TO APPLY

Additional information on how you will be evaluated : Your resume or application must clearly demonstrate the required experience and / or education. Experience includes both paid and unpaid work, such as volunteer service through National Service programs (e.g., professional, philanthropic, religious, community, student, social, committee, or sports). Volunteer work can help develop essential skills, competencies, and leadership experience that may translate directly to paid employment. Therefore, we strongly encourage you to provide clear, specific, and detailed descriptions of your experience.

You MUST submit a resume or any other written format in English of your choice. It is recommended the resume clearly identifies (1) The announcement number, title and pay band of the job you are applying for, and (2) Information such as full name; mailing address; country of citizenship (U.S. Citizenship required or valid authorization to work in the U.S.); highest Federal grade or NAF pay band held with job series, title, and dates held (if applicable); a statement requiring proof of veterans' preference by means of DD 214; education; and relevant work experience including start / end dates, supervisor's name and phone number, salary and title, series and grade if experience was with a non-appropriated fund instrumentality of the Federal government. You SHOULD also include a copy of your most recent performance appraisal if you are a current Federal or NAF employee. Applications may not be sent in franked Government envelopes; applications filed in this fashion will not receive consideration. If information is not complete, you may be excluded from consideration. The first application and / or resume submitted for a specific requisition will be considered the only submission. Any duplicate submissions to the same requisition will not be considered. The application date will be used in determining these factors.

Outside candidates : To apply, please visit our website at https : / / shopcgx.com and click on "Careers" at bottom of the page.

Internal candidates : Sign into ADP Workforce Now. Click on Myself / Talent / Career Center. Search by location or Job Title for : CGX Customer Service Manager FT – 6503.

Equal Employment Opportunity

All candidates will be considered without regard to any non-merit factor such as race, color, religion, sexual orientation, national origin, age, disability, or marital status.

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