Customer Service Manager

**ABOUT THE COMPANY**Avocado Green Brands is a mission-driven lifestyle and eco-luxury brand, fueled by green living, sustainability, radical honesty, authenticity, storytelling, social responsibility, and remarkable customer experiences.We make mattresses, bedding products, apparel and beauty products in California using the finest natural and organic materials.The mission of Avocado is to be the most respected source for green home products at affordable prices; while maintaining environmentally conscious, ethical and sustainable business practices; to help safeguard your health and protect our planet.**AGB fun facts**:- We're a certified B Corp and Climate Neutral certified.- We donate 1% of revenues to vetted nonprofits through our commitment to 1% For the Planet.- Our products are organic certified by GOTS.- Our factories are powered by renewable energy and are approaching zero waste.- We care for nearly 200,000 sheep and grow and produce our own natural latex from our own farms.**THE ROLE**Avocado is currently looking for an experienced **CUSTOMER SERVICE MANAGER **to be part of our team at our Tecate, Baja California Location, Bajio Industrial Park.He /She will work cross-functionally with various departments, communicate effectively and assist in improving operational efficiency.- *Note on Location: Here at Avocado Green Brands, we treasure teamwork and working together in person.Depending on the role, you will be working on-site at one of our Tecate locations._**WHAT YOU'LL BE WORKING ON**- Leads in all aspects of daily shift management, including but not limited to customer escalations, employee management, and reporting.- Holds accountability for CX productivity, service levels and overall performance.- Maintains and upholds Avocado Green Brands' core values.- Works with other managers to plan and direct the work of the organization.- Learns various staff functions, including operations, management viewpoints, and company policies and practices affecting each phase of business.- Reports on the progress of goals and objectives.- Ability to advocate on behalf of the customer as well as the company.- Excellent analytical and problem-solving skills to determine and resolve issues with agents and customers.- Confidence in making judgement calls/critical thinking.- Proactively provide feedback, gather clarifying questions and resolve issues in a non-confrontational way with customers and agents.- Investigate customer-related complaints and work to resolve them as quickly as possible.- Develop, manage and coach a successful team that delivers an exceptional customer experience.- Responsible for taking feedback and any escalations communicated by team.- Facilitates the day-to-day management for customer problems/request/issues.- Maintains an orderly workflow according to priorities.**WHAT YOU BRING**- Minimum of 5 years of experience in a Customer Service Manager role.- Strong experience in troubleshooting Windows and Apple Hardware and Software.- Bilingual Spanish-English is required.- Bachelor's degree or equivalent experience.- Bilingual Spanish-English.- VISA, Passport Current.- Able to travel for training.- Work in site, Tecate Baja California.- INTERCOM CRM.- Proficiency in Word, Excel, and PowerPoint.**SKILLS**- Ability to motivate others toward career growth and learning.- Excellent time management skills and ability to multitask and prioritize work.- Attention to detail and problem-solving skills.- Excellent written and verbal communication skills.- Strong organizational and planning skills.- Ability to interact effectively with a wide range of staff throughout the department and overall company.- Strong interpersonal skills to deal with people tactfully in difficult situations.- Ability to build strong relationships through understanding and Empathy.- Strong decision-making and critical thinking skills.- Ability to think strategically and to lead.- Proficiency in English.**WHY WORK AT AVOCADO GREEN BRANDS?**- Be part of the change | work at an emerging company that is on the mission to increase sustainable and clean products.- Culture | be part of a fun, collaborative and passionate team.- Avocado Green Brands is proud to be an equal opportunity employer.We celebrate diversity and are committed to creating an inclusive environment for all employees.All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status._Tipo de puesto: Tiempo completoSalario: $2,****** - $4,****** al díaTipo de jornada:- Turno de 8 horasPregunta(s) de postulación:- Experience in Customer Service Manager level positions?- Fluent in English 95% ?- Availability to work in site Tecate Baja California- Current Visa ?