CUSTOMER SERVICE MANAGER

Customer Service Manager (CSM) Summary

To deliver more than is expected to my customers and associates by providing a positive first impression, determining actual needs, delivering real solutions, adding value by managing the front-end of the store so that all customers are taken care of in an efficient and timely manner and leaving the customer so satisfied that no competitor is an acceptable alternative.

CSM : What I Do, How I Do It, and Why I Do It As a CSM, this is what I do :

• Front-end Operations I manage the front-end operations by following the daily schedule; monitoring the flow of customers, opening registers as necessary, managing breaks and lunches, opening preparations, supplies and closing procedures.
• Customer Transactions I manage shelf and display maintenance by maintaining new, missing, and price change tags / bibs, maintaining sign integrity and ad pricing and signage, and managing new, discontinued, and all other tags and signs.
• Service Desk Procedures I supervise Service Desk and financial services procedures including providing tills, opening and closing the service desk, selling financial services products, refunds, phones, cleaning and organizing.
• Adaptability I am able to adjust myself readily to different conditions. I demonstrate flexibility in the workplace and remain comfortable with change and transition.
• Coaching / Mentoring I am a people builder by bringing out the best in people. I recognize and try to unleash the full potential of others by providing the needed resources, coaching, experiences, and other support. I provide others the opportunity to take risks and learn from their mistakes.
• Conflict Resolution I facilitate the resolution of conflict between others. I seek to understand others' viewpoints and effectively balance the competing priorities of different individuals. I gain agreement between myself, others, and third parties.
• Problem Solving I clearly define issues upfront and then use critical thinking skills and logic to effectively maintain answers to questions through a conscious and organized manner.
• Safety / Quality Orientation I consistently produce and emphasize the need to produce high quality products and services while being aware of the issues and following procedures that affect personal safety and the safety of others.

As a CSM, this is how I do it : Building Relationships I successfully initiate, develop, and foster relationships with others. I take a personal interest in the interests and ideas of others and treat others fairly, respectfully, and sincerely. I empathize with the emotions of others and consider things from other people's perspective.

As a CSM, this is why I do it : Customer Focus I anticipate and recognize customer needs and remain dedicated exceeding customer expectations. I use customer information to improve products and services. I continually strive to improve customer satisfaction.

Position Requirements :