Customer Service Manager (E-commerce) at Gamer's Choice in Long Island City, NY

Job description

• We are seeking a Customer Service Manager to join our team. In this role, you will be responsible for responding to customer inquiries, resolving complaints, and ensuring every customer receives timely, accurate, and empathetic support. You’ll communicate with customers across multiple channels, including email, social media, etc., to provide exceptional service that strengthens our brand reputation and enhances customer satisfaction. In addition, you will manage a team of Customer Service Representatives, ensuring that they are providing high-quality service, consistent with company standards.

Responsibilities

• Manage and guide a team of Customer Service Representatives, ensuring high-quality customer service is provided to all of our customers.
• Respond promptly and professionally to customer inquiries via email, social media, and other platforms.
• Resolve customer complaints by identifying the issue, determining the cause, communicating the best solution, and following up to ensure resolution.
• Manage and track incoming customer requests using the company’s CRM system.
• Monitor social media channels for customer feedback, questions, and complaints.
• Craft clear, brand-appropriate responses while maintaining professionalism in public comment threads.
• Work closely with internal teams, including sales, fulfillment, and marketing, to resolve customer issues.

Requirements

• 2+ years of management experience in a Customer Service environment
• 5+ years of customer service experience, preferably in a fast-paced or customer-centric environment.
• Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
• Strong written communication skills with the ability to adapt tone depending on the platform (email vs. social media).
• Experience using CRM or ticketing systems.
• Comfortable navigating multiple digital tools and multitasking between channels.
• Experience managing customer communications on social media is a plus.
• TCG knowledge

Skills

Required

• Customer service experience

Preferred

• TCG knowledge

Benefits

• Health Insurance
• Dental & Vision Coverage
• Paid time off
• 401k
• Employee Discounts
• Gym Membership Reimbursements