Customer Service Manager

INTRODUCTION

Altitude Trampoline Park in Kissimmee FL is growing its leadership team. We are interviewing for the role of Customer Service Manager. The successful candidate must have a High School Diploma or equivalent with two years of experience in customer relations. A college degree is preferred. Must also have excellent communication skills, computer experience, and supervisory experience.

PRIMARY JOB RESPONSIBILITIES

• Assist General Manager in staff by recruiting, scheduling, orienting, and training employees; creating and maintaining a safe, secure, and developing personal growth opportunities
• Assist the General Manager with follow up on staff by in communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; coordinating and enforcing systems, policies, procedures, and productivity standards
• Provides overall management and leadership of the Customer Service Team focused on providing excellent customer service.
• Assesses the training needs of the Customer Service Team and oversees the training development and delivery.
• Identifies and implements process improvements across the Customer Service department as well as other departments when necessary.
• Makes Customer Service policy recommendations that align with the strategic direction of the company and / or provide better service to our customers.
• Ensures Customer Service team is adhering to company policies and guidelines.
• Creates a unified Customer Service team through effective communication, team building, motivation, and recognition. Leads Customer
• Handles the more complex customer issues as well as escalated customer calls.
• Reviews and approves adjustments and escalated payment arrangements.
• Performs Customer Service Supervisor duties when the need arises.

ADDITIONAL RESPONSIBILITIES

CONTROLS OVERWORK

Works under the direct supervision of General Manager and Assistant General Manager who will indicate general assignments, limitations, and priorities.

SKILLS AND KNOWLEDGE