Job description

Customer Service Manager

Qualifications

· Bachelor's Degree (Required)

· Strong team leadership and people development competencies.

· Excellent organizational skills and attention to detail.

· Strong analytical and problem-solving talents.

· Demonstrated experience managing diverse teams of customer-facing agents.

· Proven track record of goal setting, engaging, and motivating employees.

· Strong background in creating policies, procedures, and standard operating metrics.

· Ability to utilize CRM system data to create and drive departmental KPIs.

· Requires a strong understanding of systematic automation, integration, and cloud migration.

· Robust knowledge of Voice-Over IP systems is highly preferred

Full Job Description

CUSTOMER SERVICE MANAGER

The Customer Service Manager oversees a strong, diverse team of agents supporting sales representatives and customers throughout the country. Manages order entry procedures, telephone optimization, and improvement initiatives utilizing strong policies and procedures. Develops service level standards and objectives focused on providing an excellent customer experience. Must be a strong leader with a passion for developing high-functioning teams via empowerment and engagement. Willing to take an active role on the site leadership team and work with other departmental leaders to advance the overall business.

Activities must be carried out on time, with some degree of autonomy, and minimal direction or intervention. Specific focus should be given to ensuring that customer communications are handled without delay and that customers are satisfied with their interaction.

Duties/Responsibilities:

Drive departmental improvements, including digital enhancements, technology expansions, and automated solutions.

· Drafts, implements, and executes policies and procedures to facilitate an excellent customer experience.

· Responsible for the overall direction, coordination, and evaluation. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

· Establishes performance metrics for customer service representatives.

· Define and lead high service level expectations and requirements for the department.

· Monitor customer satisfaction levels to identify areas of concern and make improvements to meet customers' needs

· Develops and implements methods to record, assess, and analyze customer feedback.

· Develops and implements training and quality assurance programs for new hires and experienced employees.

· Champion voice of the customer activities and act as a liaison between the customer service department and other divisions in the company.

· Responsibilities include safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

· Drafts and implements the departmental budget.

· Performs other related duties as assigned.

Supervisory Responsibilities

· Manages and directs personnel.

· Develops and grows personnel.

· Is responsible for the overall direction, coordination, and evaluation. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

· Responsibilities include safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Working Conditions

The Customer Service Manager primarily works in an office environment. Appropriate safety procedures for all areas must be followed.

Job Type: Full-time

Pay: From $80,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• if you are a member of LinkedIn, please list your address

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Manager: 5 years (Preferred)
• recording, assessing, and analyzing customer feedback: 5 years (Preferred)
• Company or department K.P.I.’s: 3 years (Preferred)
• Drive departmental improvements through automated solutions: 3 years (Preferred)
• training, motivating employees: 5 years (Preferred)
• employee/team management: 5 years (Preferred)
• ERP systems: 5 years (Preferred)
• drafting and implementing departmental policies & procedures: 5 years (Preferred)

Work Location: One location

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