Customer Service Manager

JOB PURPOSE or JOB SUMMARY:

To oversee the operations of the Customer Service department which includes maintaining a Service Center for all clients and accounts, provides prompt service to all inquiries and guides the Customer Service department to exceptional customer satisfaction.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Provide strategic direction and leadership to the Customer Service department to ensure efficient, timely, and accurate processing of all work.
• Develop best practices for Customer Service functions; design and implement standard operating procedures for call scripts and emails.
• Analyze changes in company products and procedures that affect the customers and implement appropriate changes.
• Field Customer Service calls and enter orders, improve Customer Service experience, and create engaged customers to facilitate growth.
• Support the establishment and maintenance of long-term relationships with customers.
• Act as subject matter expert on Customer Service process and conflict resolution for customers.
• Lead or participate in meetings representing the Customer Service perspective. Analyze data and create reports to provide leadership with insight on service calls.
• Develop and maintain a positive and professional work environment for Customer Service team.
• Train, motivate, and develop staff in order to meet the current and future needs of the department and the company.
• Design and implement key performance indicators and goals for successful role performance across the department.
• Comply with, support, and enforce policies and procedures within the department.
• Perform other duties as requested.

QUALIFICATIONS:

• Bachelor’s degree preferred; minimum of five years of Customer Service and management experience required.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship building skills with internal and external customers
• Strong decision-making skills.
• Extensive knowledge of Customer Service procedures and principles.
• Well organized and detail oriented, with the ability to work on multiple projects simultaneously.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Advanced level computer skills MS Office a must.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Experience:

• Customer service: 5 years (Required)
• Management: 5 years (Required)

Ability to Commute:

• Waukesha, WI 53186 (Required)

Ability to Relocate:

• Waukesha, WI 53186: Relocate before starting work (Required)

Work Location: In person