At Regency Management Services, we rely on knowledgeable professionals to interact with our valued customers
who have questions or concerns. We are looking for a competent Customer Service Manager to organize and direct a
team of coordinators in our call center. You will be responsible for assessing their work and give them feedback to
maximize performance. An excellent Customer Service Manager must have customer service and supervisory
experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will
be organized and reliable as well as results-oriented. The Customer Service manager will be committed to
performing high quality service and providing exceptional customer experiences. The goal is to achieve and drive
excellent performance from your team that will bring sustainable business growth.
Essential Functions
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly / annual results and performance reports
- Recommend improvements for systems and processes to boost organizational efficiency
- Assist in overflow of inbound, outbound calls and service tickets
Responsibilities
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
- Create and maintain record of daily problems and remedial actions taken, using call-center database
- Leverage data and insights gathered by the call center to recommend and influence process improvements
- On-time completion of assigned action plans and tasks, inventory cycle counting support & reconciliation
- Minimize product returns thru proper quality control & order entry techniques
- Assist in managing vendor relationships, manage and exceed KPMs, process management
- Communicate / audit SOPs, develop / train team, hold team meetings / performance development sessions, maintain statistics / productivity / quality reporting, update information / performance boards
- Manage opening / closing tasks, maintain 5S and visual controls process, properly and regularly communicate to management department results / strategies and process changes / improvements,
- Manage and complete day to day call center operations; enhance guest experience, manage customer escalations, manage call quality grading and coaching, sales / store support
- Service technician follow up, service tech work order log, maintenance, service work order batching, maintain service metrics, maintain service request logs from stores, service payments, service charges for out of warranty & parts, service qualify : obtain pictures / order parts, GBS claims, / track parts orders from vendors, process service invoices, maintain E / E, return, repair trend, furnish DSP results, manage open Service Tickets
- Maintain AFI / BBB / lean / phone / resolution / delivery / service / executive dashboards, refund request processing, compensation processing, process release forms, manage customer support email, manage online complaints / resolution, manage protection claims process, maintain all request log, manage third-party service company, maintain pictures & exception logs from TPD / TPS / Guests
Required skills and qualifications
- Bachelor’s degree preferred
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Genuine commitment to meeting customer needs.
- Experience working in customer service, call center or customer-support role is essential
- Understanding of Furniture and Service claims is a plus
- Strong active-listening and verbal-communication skills
- Ability to multitask and manage time effectively
- Proven experience as call center supervisor or similar supervisory position
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure Schedule : Monday Saturday, full-time hours based on business needs. Flexibility with hours and / or additional days required on weekends.
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