Job Description

First off, know that this is not your run-of-the-mill customer service department or company. As a member of ROAD iD\xe2\x80\x99s Team, you will have the opportunity to deliver a memorable, effortless and remarkable customer experience. One of our core values is to ensure our customers feel our service is remark worthy. As such, we are looking for someone to lead and empower our amazing Customer Service team as our Customer Service Supervisor.

Responsibilities

• Set clear and attainable departmental goals that align with the company\'s vison and mission
• Develop service procedures and standards that facilitate relationships and build trust with our customers through all touch points in the customer journey
• Fill the role as lead \'watchdog\' by analyzing reporting and customer feedback so all friction points or inconsistencies in the customer journey can be eliminated through close collaboration with other team leaders
• Mentor and develop customer service team members to create an environment where they can excel and have some fun
• Create and deploy solutions that improve efficiencies for the team and our customers

Requirements

• A passion for providing remarkable customer journeys
• 2 years of recent experience leading, developing, mentoring, and empowering a team of Customer Service Representatives (prior work history in an eCommerce, call center, or retail setting helpful)
• Creative problem-solving skills, with a proven ability to think strategically while leading a team to success
• Strong written and verbal communication skills
• Enthusiastic, positive, and caring attitude
• Ability to implement positive outcomes through effective time management
• Ability to multi-task and prioritize work tasks effectively
• A self-starter with an an entrepreneurial mindset
• Motivated and dependable
• Technical proficiency in website and mobile applications. Experience with Gorgias Customer Service software a plus

Benefits

This is a full-time, weekday position. Benefits include:

\xe2\x97\x8f Competitive health, vision, dental and life insurance, with disability and FSA/DCA plans available

\xe2\x97\x8f Competitive 401K program you can participate in starting on the first day of work with immediate vesting

\xe2\x97\x8f Wellness/Fitness reimbursement of up to $400 each calendar year, $200 annual employee purchase allowance and $50 annual charitable donation to your favorite charity or to be used towards the adoption fees of a shelter pet.

\xe2\x97\x8f Professional Development Opportunities \xe2\x80\x93 including the ability to unlock $2,500 budget to attend a conference or other relevant training upon completion of 3 certifications within our digital marketing training database and tuition discounts through UC Online

\xe2\x97\x8f 9 paid holidays per year along with competitive PTO

\xe2\x97\x8f Culture of inclusivity, collaboration, and flexibility (including reduced Summer Hours) for work/life balance

WHO WE ARE (what we believe)

• At ROAD iD, we don\xe2\x80\x99t make widgets. We make a difference. The daily testimonials we receive from our customers keep us motivated to work towards our Dream: To see the day when wearing ID is as common as strapping on a seatbelt.
• We believe that we are a great company - made this way by great people.
• We believe it\xe2\x80\x99s important to provide a fun, casual, team-oriented, fast-paced environment. Team members must also come to grips with the fact that, at ROAD iD, every member of the team is provided the opportunity to make real and significant contributions. In fact, you might say that we expect it.
• We believe that \xe2\x80\x9cword of mouth\xe2\x80\x9d has always been, and will always be, the most important marketing lever. To that end, it is imperative that we deliver a Product, Service, and Journey (including messaging journey) so blindingly awesome that our customers can\xe2\x80\x99t help but share it.
• We believe that customers don\xe2\x80\x99t want to do business with businesses. Rather, they want to do business with people. So, at every touchpoint, we try to talk and behave like real people.
• We believe in keeping things \xe2\x80\x9celegantly simple.\xe2\x80\x9d
• We believe in moving fast and embracing mistakes.
• We believe in giving a percentage of EVERY order to charity.

Purpose over Profit

It\xe2\x80\x99s not about the money. Yes, we have to care about the lines (specifically the bottom one) mostly because our staff likes to get paid...and rent is due on the 1st. But, at ROAD iD, we put our purpose first. More specifically, we\xe2\x80\x99re laser focused on Saving Lives, Providing Peace of Mind, and Fueling Adventure. Our philosophy is this: If we fervently and ethically pursue our purpose, put our customers first, and put forth our best effort, then the bottom line will take care of itself. Furthermore, we commit to being good corporate citizens by financially supporting non-profits that we believe in. But, we DON\xe2\x80\x99T simply make donations with extra profits that are laying around at the end of the year. Instead, we put that commitment first. Donations come out of revenue, not profit. Giving back is not an afterthought. By way of example, ROAD iD Gives Back is an ongoing promise to donate a portion of every (yes, EVERY) order to charity. Our current charity partner, 4 Paws for Ability, is a remarkable non-profit that provides service dogs to children and veterans in need. Like ROAD iD, they\xe2\x80\x99re saving lives and fueling adventure every day. Check \'em out.

HOW TO APPLY

This is a full-time position based in the Arts District of Covington, KY. You will report to the Director of Operations.

ROADiD is an equal opportunity employer. We are fully committed to a fair, inclusive, and respectful work environment where everyone can thrive. Every team member is seen at ROADiD, and empowered to be the best versions of themselves.

ROAD iD