CGX Customer Service Manager FT 6503

CGX Customer Service Manager

Oversee daily customer service operations and serve as the vital link between customers and CGX leadership, turning feedback into action and ensuring seamless online and in-store support.

Duties :

• Overall management responsibility of the day-to-day operations in the CGX customer service team.
• Reports to the Customer Experience Manager.
• Develops and oversees customer service standards.
• Communicates customer feedback regarding CGX products, services, or customer experiences to cross-functional management teams and other departments so they can align their work with customer needs and expectations.
• Utilizes customer service software tool to create reports that provide insights into service requests and the team's performance across channels.
• Manages the resolution of all shopCGX customer account creation, login / access, and authorization issues, and the approved budget of the customer service department.
• Works cross-functionally with Marketing, Ecommerce, and Merchandising to maintain broad knowledge of products, pricing, promotions, procedures, and other important issues to reduce customer service issues.
• Interviews, hires, trains, and conducts performance evaluations of staff.
• Ensures departmental efficiencies through use of acceptable leadership techniques.
• Manages employees in the Customer Service department with hands on approach and trains team on assisting all customers with shopCGX site navigation, specifically for uniform purchases, CG uniform regulation, alteration and fitting requirements, uniform item descriptions and prices to assist customers purchasing uniforms.
• Testing all website functionality for end users.
• Performs related duties as assigned.

You will be evaluated for this position based on how well you meet the qualifications below. Your resume / application must demonstrate the required experience / education.

Qualifications Required :

USCG Community Services Command Comprehensive Benefits :

Other Essential Information :

How to Apply :

Your resume or application must clearly demonstrate the required experience and / or education. Experience includes both paid and unpaid work, such as volunteer service through National Service programs (e.g., professional, philanthropic, religious, community, student, social, committee, or sports). Volunteer work can help develop essential skills, competencies, and leadership experience that may translate directly to paid employment. Your resume is the primary tool used to assess your qualifications. Therefore, we strongly encourage you to provide clear, specific, and detailed descriptions of your experience.

You MUST submit a resume or any other written format in English of your choice. It is recommended the resume clearly identifies : (1) The announcement number, title and pay band of the job you are applying for, and, (2) Information such as full name; mailing address; country of citizenship (U.S. Citizenship required OR valid authorization to work in the US); highest Federal grade or NAF pay band held with job series, title, and dates held (if applicable); a statement requiring proof of veterans' preference by means of DD 214; education; and relevant work experience including start / end dates, supervisor's name and phone number, salary and title, series and grade if experience was with a non-appropriated fund instrumentality of the Federal government. You should also include a copy of your most recent performance appraisal if you are a current Federal or NAF employee.

Applications may not be sent in franked Government envelopes; applications filed in this fashion will not receive consideration. If information is not complete, you may be excluded from consideration.

The first application and / or resume submitted for a specific requisition will be considered the only submission. Any duplicate submissions to the same requisition will not be considered.

The application date will be used in determining these factors.

Outside Candidates : To apply, please visit our website at shopcgx.com and click on "Careers" at bottom of the page.

Internal Candidates : Sign into ADP Workforce now. Click on Myself / Talent / Career Center. Search by location or Job Title for : CGX Customer Service Manager FT 6503 Chesapeake, VA, US

Equal Employment Opportunity : All candidates will be considered without regard to any non-merit factor such as race, color, religion, sexual orientation, national origin, age, disability, or marital status.

Privacy Act Notice : Authority : The U.S. Coast Guard rates applicants under the authority of Title 5 of U.S. Code, Sections 301, 1104, 1302, 2103, 3301, 3304, Executive Order 9397, and Departmental Regulations. Principal Purpose : To collect information needed to determine how well an applicant's education and work experience qualifies them for the job they are applying for. Routine Use : This information provided will be shared with the hiring manager and interview panel members. It may also be shared in response to a request for discovery or for appearance of a witness, information that is relevant to the subject matter involved in a pending judicial or administrative proceeding. Disclosure : Voluntary, however, failure to disclose the requested information may result in an applicant not receiving consideration for a position in which the information is needed. Paperwork Reduction Act Statement : An agency may not conduct or sponsor an information collection, and a person is not required to respond to this information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is OMB 1625-0120, expiration 01 / 30 / 2025. The estimated average time to complete this application is 40 minutes. If you have any comments regarding the burden estimate you can write to U.S. Coast Guard, Community Services Command, 510 Independence Parkway, Suite 500, Chesapeake, VA 23320.