Customer Service Manager

About Us: The 1916 Company is the world’s leading destination and global community for collectible luxury watches and fine jewelry. Comprising more than 20 boutiques and Collector’s Lounges in important watch markets worldwide, The 1916 Company brings together the legacies of WatchBox, Govberg Jewelers, Radcliffe Jewelers, and Hyde Park Jewelers to offer a curated selection of timepieces and fine jewelry – both new and pre-owned – by the most respected brands, a dynamic media platform, and the support of trusted client advisors.

The 1916 Company’s vibrant community extends from coast to coast and around the worldPosition Overview:The Customer Service Manager serves as a key leader in ensuring exceptional post-sale experiences for clients of The 1916 Company. This role is responsible for overseeing the customer service team, supporting sales traders, and maintaining strong relationships with clients and repair centers. The ideal candidate will drive service excellence, streamline communication processes, and lead continuous improvements across customer interactions.Objectives:The objective of the Customer Service Manager is to lead and develop a high-performing service team that delivers exceptional client support and fosters lasting relationships.

This role plays a critical part in resolving complex inquiries, managing escalations, optimizing workflows, and enhancing overall customer satisfaction.Key Responsibilities•    Manage and mentor a team of customer service administrators•    Serve as the primary escalation point for high-value or complex client issues•    Oversee client communications post-sale, ensuring clarity, professionalism, and consistency•    Collaborate with repair centers to resolve repair issues and align on service timelines•    Ensure timely and accurate entry of work orders, estimates, and billing through CRM systems•    Monitor factory ETAs and ensure client expectations are managed accordingly•    Develop and implement strategies to enhance service quality and team efficiency•    Oversee photographic documentation and record-keeping of client watches•    Maintain and improve standard operating procedures for communication and service delivery•    Coordinate and approve shipping logistics for repairs and returns•    Analyze customer feedback to identify trends and opportunities for improvementSkills and Qualifications•    3+ years of experience in customer service, with at least 1 year in a supervisory or managerial role•    Strong leadership and coaching abilities•    Exceptional verbal and written communication skills•    Proficient in CRM tools; Salesforce experience preferred•    Proven ability to resolve issues with a customer-first mindset•    Highly organized with strong attention to detail•    Able to prioritize and manage multiple responsibilities in a fast-paced environment•    Analytical mindset with a focus on continuous improvement and service metricsEEO statementThe 1916 Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.