Customer Service Manager

­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­JOB SUMMARY:

The Customer Service Manager is responsible for managing the front-line Customer Service Representatives. The Customer Service Manager will own full supervisory and administrative responsibilities for their team members, and also share with other leaders the responsibility overall for a positive, friendly culture in the center that is customer-centric, productive, and contributes to the growth of the business.

RESPONSIBILITIES: Essential functions include, but are not limited to:

• Cultivate environment of trust, teamwork, self-confidence & ownership.
• Encourage positive staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Manage Customer Service department including interviewing, hiring, training, appraising job performance and disciplining Customer Service representatives as required.
• Manages Customer Service phone queues, faxes, and emails to ensure accurate and timely responses.
• Ensure high level of customer satisfaction & quality by managing the activities of Customer Service representatives engaged in processing customer requests for products and services.
• Investigate and resolve escalated customer complaints with politeness, tact, patience, and confidence.
• Maintain knowledge by communicating and adhering to company policies, processes, and procedures.
• Monitor employee attendance.
• Participate in special projects and attend sales or departmental meetings as requested.
• Interact with sales department, providing relevant information and support.
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

• Oversee department’s day to day activities.

MINIMUM REQUIREMENTS:

• People management experience required
• At least 5 years’ experience in a Customer Service management role
• BA in Business or related or equivalent work experience preferred
• Ability to perform simple mathematic functions (calculate percentages, discounts, etc.).
• Must be proficient in the use of computers, copiers, fax machines, software, and other office equipment.
• Must have excellent telephone technique, including ability to communicate with confidence with a clear, professional speaking voice.
• Ability to maintain composure in stressful situations and make sound decisions.
• Must be detailed oriented, well organized and ability to multi-task and prioritize in a high-volume environment.
• Ability to plan and prioritize your own work as well as your employees’ work.
• Must be able to work independently or in a team environment.

EQUIPMENT AND MACHINES:

• Office equipment (computer, calculator, copier, telephone, fax machine, etc.)

WORKING CONDITIONS:

• Office environment. Required to spend 80% of time on the telephone.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person