Do something you love and never work a day in your life!

[TerenceF]

Now is your chance! Come join the Neptune Systems team!

We are looking for the perfect candidate to become our Customer Service Manager. Below is the description of the position as well as the requirements.

Customer Support Manager

Headquartered in Morgan Hill, CA, we are an industry leader in the marine aquarium products market with a key focus on high technology monitoring and control systems. It is exciting times within our company as we are currently experiencing rapid growth and expansion.

We are looking for an experienced Customer Support Manager. The person that will rise to the top will first and foremost have current or recent experience keeping a saltwater aquarium – preferably a reef aquarium. In addition, the candidate will have a passion for customer satisfaction, managing support operations, and have the ability to think independently and strategically.

Responsibilities include defining/refining processes and procedures, managing staff performance through defined metrics, building support resources and tools to lessen the burden of phone/email support and ultimately building a team that continually strives for 100% customer satisfaction.

This is not just a management position. The person in this role will be in a critical position at the company as they will have direct contact with our customer-base helping them get the most out of their purchased products. Only applicants with excellent people-skills need apply!

This is a fantastic opportunity for a senior level candidate who is motivated, hardworking, articulate, and organized. Your position will be highly visible in the organization and will partner directly with company principals, and work closely with various team members throughout the company on a daily basis.

Key Responsibilities

1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to customers.

2. Train, coach and mentor service desk specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with customers.

3. Provide data and reporting of KPI’s and trends to upper management, Engineering department and others weekly, monthly and as needed. Will drive ticket-deep-dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service to our customers. Monitor and manage ticket/phone queue (participating in escalated calls as needed).

4. Develop solutions repository (Knowledge Base, YouTube Videos, Online Get Started Guides, etc.) and ensure top quality solutions are available to the staff. Develops service and business level agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation.

5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verificati
on and company proprietary information.

Minimum Requirements:

• Current or recent (within last year) experience keeping a saltwater aquarium
• Supervisory experience in the Helpdesk environment
• Excellent communication skills (both written and verbal)
• Customer empathy (can put yourself in customers shoes)
• Must have excellent people-skills -- even when dealing with difficult people
• Experience presenting facts to senior management
• Able to think and reason in an analytic fashion
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint
• Must be able to commute to our Morgan Hill, CA office

Bonus Points:

• Current Saltwater Reef Aquarist (send photos of current aquarium and equipment with resume)
• Setup and Configuration experience with the Neptune Systems Apex
• Positive references from key persons in the saltwater aquarium hobby
• Experience managing content in a Wordpress environment
• Experience writing documentation of any kind

To submit your resume for this position, please write a compelling cover letter to accompany it (describing your passion for the hobby and/or Apex as well as your user name on this forum) via email to: resumes@neptunesystems.com