Customer Service Manager (Warminster)DreamLine Shower • Warminster, PA, United States
Customer Service Manager (Warminster)
DreamLine Shower • Warminster, PA, United States
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionManages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service. Focus on staffing levels to provide quick response times and reduce abandoned calls. Analyzing KPIs overlayed with historical staffing levels to determine optimal staff numbers Monitors or reviews calls or other correspondence between representatives and customers. Weekly meetings with the CS Supervisor and Team lead to discuss CS Reps performance Monthly meetings with team providing consistent monthly feedback to team members with clear KPIs and department rank by KPI Schedule ongoing training with all groups. Review product changes, new products, discontinued products with group Process Improvement : Continuously evaluate call center processes and procedures, identifying opportunities for streamlining operations and enhancing efficiency. Work with multi-functional teams (product development, order processing, IT, etc) and set deadlines to improve or fix issues if they occur Collect KPI information (daily, weekly, monthly, yearly comparisons) and prepare reports on customer complaints and inquiries. Analytical mindset with the ability to interpret data and metrics to drive performance improvements. Prepares knowledge-based documents such as summaries and responses to frequently asked questions. Identifies opportunities to update or improve customer service procedures and makes recommendations. Assists with budget preparation for the Customer Service department. Review quarterly bonuses with agents and prepare contests and recognition awards to achieve goals. Travel between facilities 1-2 times per month Ability to use Microsoft Office, Outlook, Word, Excel. Salesforce a plus Excellent management and supervisory skills. Excellent verbal and written communication skills. Extensive knowledge of customer service procedures and principles. Ability to coordinate and synchronize multiple projects while maintaining a high degree of customer service. Exhibit excellent creative and strategic thinking to provide solutions to company challenges Ability to handle Supervisor calls when customer needs to speak with upper level to resolve customer complaints and issues while maintaining a professional and calm demeanor. Ability to coach and mentor customer service representatives. Bachelors degree preferred, however, experience exceeding 3-5 years in a customer service leadership role will be considered in lieu of a degree. Previous experience in a supervisory role preferred. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.
Company overview :
American Bath Group (ABG), a leader in North American bathroom fixtures, is searching for a Customer Service Manager to join the E-commerce team and help lead and develop a strong team of Customer Care Representatives. ABG is an ambitious and dynamic company focused on changing North American homes through aesthetics, performance, and innovation. Our team is dedicated to excellence and passionate about pushing the boundaries of what can be done in the bathware industry. By leveraging our various North American manufacturing locations and collaborating with hundreds of strategic partners we can deliver great products to the marketplace.
Job Summary :
The Customer Service Manager will work with the Customer Service Supervisor and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This individual will be responsible for providing support to our agents, resolving any issues they encounter, and ensuring they deliver exceptional service to our customers. The successful candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of CRM systems, particularly Salesforce.
Supervisory Responsibilities
- Hire entry-level customer service employees.
- Trains new employees in the companys customer service policies, procedures, and best practices. Leads, trains, and develops a team of high-performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts performance evaluations that are timely and constructive.
- Monthly 1 on 1 meetings with staff
- Reporting : Generate and analyze reports on call center performance, identifying trends and areas for improvement, and presenting findings to senior management.
- Team Motivation : Foster a positive and motivating work environment to encourage high levels of engagement and performance among call center agents.
- Handles discipline and termination of employees as needed and in accordance with company policy.
Duties / Responsibilities :
Required Skills / Abilities :
Education and Experience :
Physical Requirements :
Job Type : Full-time
serp_jobs.job_alerts.create_a_job
Customer Service Manager • Warminster, PA, United States
Job_description.internal_linking.related_jobs
A company is looking for a Customer Delivery Engineer.Key Responsibilities Deliver customer projects by implementing migrations, data optimizations, and schema designs Fix complex technical prob...serp_jobs.internal_linking.show_more A company is looking for a Customer Experience Manager who will lead a team of Customer Experience Advocates.Key Responsibilities : Cultivates an inclusive, customer-focused team environment throu...serp_jobs.internal_linking.show_more A company is looking for a Customer Success Operations Manager to enhance client experiences through effective operational systems.
Key Responsibilities Design and maintain Customer Success system...serp_jobs.internal_linking.show_more A company is looking for a Solutions Delivery Manager to oversee client onboarding and implementation projects.Key Responsibilities Serve as the primary point of contact for client onboarding and...serp_jobs.internal_linking.show_more 
The Service Provider Customer Success Management Team supports our partners in meeting their goals using the Relativity suite of products.
The team guides overall value and product adoption based on...serp_jobs.internal_linking.show_more A company is looking for a Customer Success Manager (SMB).Key Responsibilities Support a shared book of SMB customers through digital engagement and proactive outreach Collaborate with cross-fun...serp_jobs.internal_linking.show_more A company is looking for a Manager, Customer Onboarding.Key Responsibilities Manage a team of 8-12 Onboarding Specialists, focusing on recruitment, development, and performance management Drive ...serp_jobs.internal_linking.show_more 
Customer Service & Inside Sales Manager.Hatfield, PA | On-site full-time, with travel to neighboring state every 4–6 weeks for 2-3 days at a time.
Develop and implement business plans and ...serp_jobs.internal_linking.show_more A company is looking for an Enterprise Customer Success Manager (CSM) to drive retention, renewals, customer satisfaction, and growth across a portfolio of high-impact clients.Key Responsibilities ...serp_jobs.internal_linking.show_more A company is looking for a Technical Customer Success Manager.Key Responsibilities Lead technical onboarding projects for new customers, ensuring smooth deployments and adherence to security best...serp_jobs.internal_linking.show_more A company is looking for a Senior Manager, Mid-Market Customer Success to lead their Customer Success team.Key Responsibilities Lead and manage a team of Customer Success Managers serving over 1,...serp_jobs.internal_linking.show_more A company is looking for a Service Delivery Manager - Patient Ops.Key Responsibilities Manage relationships with key client contacts and translate their priorities into actionable projects Lead ...serp_jobs.internal_linking.show_more A company is looking for a Senior Customer Success Manager to manage relationships with mid-market customers and ensure long-term retention.
Key Responsibilities Manage a portfolio of large mid-ma...serp_jobs.internal_linking.show_more 
Location : Lawrenceville, New Jersey.Perform duties as front-end manager.Job Description - Requirements.Excellent Customer Service Skills.
If you meet these requirements and are interested in being a...serp_jobs.internal_linking.show_more A company is looking for a Principal Customer Success Manager for ESD / Facility Operations (Remote).Key Responsibilities Develop and execute customer success roadmaps for profitable growth Drive ...serp_jobs.internal_linking.show_more A company is looking for a Senior Manager, A&H Claims and Customer Service.Key Responsibilities Serve as a subject matter expert for travel insurance policies and train the Customer Service team ...serp_jobs.internal_linking.show_more A company is looking for a Manager, Customer Operations to lead and optimize performance in an inbound virtual contact center.
Key Responsibilities Build and sustain a high-performance culture by ...serp_jobs.internal_linking.show_more A company is looking for a Multi Service Release Manager.Key Responsibilities Coordinate cross-functional, multi-phase network implementations and changes Manage end-to-end network infrastructur...serp_jobs.internal_linking.show_more
Customer Delivery Engineer
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
Nebraska Customer Experience Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
Customer Success Operations Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Solutions Delivery Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Senior Customer Success Manager, Service Provider
Relativity • Philadelphia, PA, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Customer Success Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Customer Onboarding Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Customer Service Manager
firstPRO, Inc • Hatfield, PA, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Enterprise Customer Success Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Technical Customer Success Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Senior Manager, Customer Success
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Service Delivery Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Senior Customer Success Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Customer Service Manager
Hobby Lobby • Lawrence Township, NJ, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Principal Customer Success Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Senior Manager, A&H Claims
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Customer Operations Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Multi Service Release Manager
VirtualVocations • Hamilton, New Jersey, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted