Manager, Customer Service Position Available In Cumberland, Maine

About Us At ElleVet Sciences, we are committed to improving the lives of pets through science and innovation. As a leader in animal health, we are dedicated to providing effective, science-backed solutions for pets. Our mission is to combine cutting-edge research with care and compassion to create products that make a real difference to animals and the people who love them . Our comprehensive benefits package includes the following: + Health, dental, and vision insurance + Health savings account (HSA) + 401(k) with company match + 20 days of paid time off (PTO) per year & 9 paid company holidays + Paid volunteer opportunities + Basic and voluntary life insurance + Short and long-term disability insurance + Employee discount on our products + Flexible schedules and room for internal growth + Dog friendly office What You Will Do ElleVet takes immense pride in our customer service – our customers and the pets in their care are the reason why we do what we do. The Manager, Customer Service plays a critical role in supporting both pet parents and veterinary customers at each stage of their journey with ElleVet . The Manager, Customer Service will lead and develop a team of Customer Service Representatives, fostering growth through coaching, skill-building, and performance management. In this role, you will ensure that we deliver solution-oriented support to customers by providing thoughtful answers to customer inquiries and proactively identifying opportunities to meet their needs. You will leverage data and key performance metrics to drive individual and team success, supporting the growth of both our direct-to-consumer and veterinary channels. + Collaborates with cross-functional departments to consistently deliver a world class customer experience, including developing and spearheading programs to exceed customer expectations at various touchpoints in the customer journey. + Identifies, develops, and optimizes process improvements. + Establishes subject matter expertise on all products in order to improve the customer experience. + Troubleshoots customer issues and empowers representatives to provide one-call resolutions. + Tracks and escalates recurring issues and common solutions to team leadership. Refers unresolved customer issues to designated departments for further investigation. + Develops dashboards and feedback channels to report on relevant metrics with the goal of monitoring service levels, customer needs, and any developing trends. + Inspires and supports the team to reach their growth potential; recognizes and celebrates employee achievements. + Demonstrates a deep knowledge and passion for elevating the lives of animals and their owners. Who We Are Seeking + Experience building trust and rapport with clients to ensure a strong, ongoing relationship. + Ability to track common issues, document proven solutions, and provide recommendations to senior leaders. + Act as the voice of the customer internally, sharing feedback with Product, Marketing, and Operations teams. + Knowledge of data analytics and ability to think critically. + Exceptional written and oral communication ability with equally strong listening skills. + Self-motivation, a “can do” attitude, and a sense of urgency for delivering results. + Versatility, flexibility and the ability to adapt quickly to change. + Proficiency with CRM Tools and Microsoft Office 365 expertise. + Bachelor’s degree in business, science, or related area required. + Proven success in leading, developing and growing a team of customer s ervice representatives . Physical Demands and Work Environment. Normal office environment with regular computer use. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ElleVet Sciences is an Equal Employment Opportunity Employer.