Customer Service Manager

Job Description:

Essential Duties and Responsibilities:

• Improves Customer Service experience, creates engaged customers and facilitate organic growth
• Takes ownership of customers issues and follow problems through to resolution
• Sets a clear mission and deploy strategies focused towards that mission
• Develops service procedures, policies, and standards
• Keeps accurate records and documents Customer Service actions and discussions
• Analyzes statistics and compile accurate reports
• Recruits, mentors and develops Customer Service rep and nurture an environment where they can excel through encouragement and empowerment
• Keeps ahead of industry’s developments and apply best practices to areas of improvement
• Controls resources and utilizes assets to achieve qualitative and quantitative targets
• Adheres to and manage the approved budget
• Maintains an orderly workflow according to priorities
• Other duties as assigned

Skills/requirements:

• BS degree in Business Administration or related field
• Proven working experience as a Customer Service Manager, retail manager or assistant manager
• Experience in providing Customer Service support
• Excellent knowledge of management methods and techniques
• Ability to think strategically and to lead
• Communicate excellently in verbal and in writing with all kinds of people
• Must possess strong command of the English language. Bilingual in Spanish or Vietnamese is a strong plus
• Must be a self-starter, work independently, detail oriented, well organized, advanced troubleshoot, and the ability to multitask with strong work ethics
• Computer skills including Outlook, Word, Excel
• Ideal candidate will have an outgoing personality and an exceptional attendance record
• Ability to work under pressure and meet aggressive deadlines
• Self-motivated to improve processes in place
• Must be able to pass a nationwide background check / drug screening