Customer Service Manager

Job Title:Customer Service Manager

Job Summary

Dispatch, schedule, and close out calls while processing service requests, preparing paperwork for escalated calls to ensure complete customer satisfaction, and using standard and proprietary concepts, practices, and procedures within a call center environment.

Job Duties

Customer Service & Dispatch Team Management

• Post Job Openings, Conduct Interviews, & Hire Candidates that Leadership Team approves
• Perform New Hire Employee Customer Training & Continuing Education of Current Office Staff
• Responsible for Daily Support & Management of Customer Facing Office Staff Team Members
• Oversee Daily Field Service Schedule with Dispatch & Field Service Teams
• Manage the Overall Customer Experience and Lead by Example
• Create a fun and challenging environment
• Develop and provide a coaching program to uniform and improve CSR performances
• Process Daily and/or Weekly Reports to Identify gaps in the Business and review with senior leadership
• Share detailed information with the Leadership Team for analysis and provide solutions
• Focus on the Overall Successful Health of the Business
• Provide weekly/monthly breakdowns on call reporting, booking efficiencies, and find areas for improvement

Customer Support of Key Accounts

• Complex and Unique Customer Management and Support
• Exceed 5 Star Customer Expectations by Utilizing the Teams & Providing Direct Interaction with Clients
• Ensure a Positive Online Rating & Customer Surveys while handling customer complaints/issues in a timely, follow-through fashion.

Sales & Marketing Support

• Assist in Sales and Marketing Campaigns
• Provide monthly breakdown and reporting of campaigns to revenue generated

Physical Requirements

• Must be able to sit for long periods of time
• Must be able to work varying shifts including days, nights, and weekends

Pay Scale

Pay will be based on experience and performance.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Experience:

• Management: 2 years (Required)
• Microsoft Excel: 2 years (Required)
• Microsoft Office: 2 years (Required)

Work Location: In person