Customer Service Manager

Reports To:

VP of Sales

Location:

Tempe, AZ (On-Site)

Job Overview

As a Customer Service Manager, you will play a pivotal role in leading, developing, and managing our Customer Service team to ensure exceptional customer experiences. Your primary responsibility will be to oversee and manage the day-to-day operations of the Customer Service department. As a Customer Service Manager, you will also serve as a backup to team members during periods of staff shortage or high order volumes, and you will be responsible for supervising the team's overall performance.

Supervisory Responsibilities

• Recruit and hire entry-level Customer Service employees.
• Train new employees in the company's Customer Service policies, procedures, and best practices.
• Organize and oversee the schedules and workload of assigned staff.
• Conduct timely and constructive performance evaluations for team members.
• Assume the duties of Customer Service representatives as needed.

Key Responsibilities and Duties

• Lead and manage a team of Customer Service representatives, providing guidance, support, and coaching to ensure high-quality service delivery.
• Monitor and evaluate Customer Service interactions to identify areas for improvement and implement necessary training and development programs.
• Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolution.
• Collaborate with other departments to streamline processes and enhance overall customer satisfaction and experience.
• Develop and implement Customer Service policies and procedures to ensure consistent service delivery and audit data entries to align order-to-cash outcomes to mitigate business risk.
• Conduct regular performance evaluations and provide feedback to team members to foster their growth and development.
• Stay up to date with industry trends and best practices to continuously improve Customer Service operations.
• Respond promptly and professionally to internal and external customer concerns with empathy and a polite demeanor.
• Prepare daily, weekly, and monthly reports, including NPS reporting, in a timely manner.
• Fulfill duties of team members when workflow demands.
• Perform other duties as assigned.

Required Skills/Abilities

• Demonstrated success in managing and leading a team.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle challenging customer situations with empathy and professionalism.
• Proficiency in using Customer Service software and tools.
• Strong multitasking, prioritization, and time management skills.
• Familiarity with Ring Central Contact Center
• Familiarity with Microsoft Office.
• Familiarity with CRM systems (e.g., Salesforce) and best practices.

Education and Experience

• High school diploma or equivalent; college degree preferred.
• At least ten years of Customer Service experience is required.
• A minimum of five years of leadership experience is required, with previous supervisory experience.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
• Must be able to travel up to 25%; minimum of 4 times per year.