Customer Service Manager

Customer Service Manager

As part of Kidde Global Solutions Residential Fire Business Unit, you'll be part of a legacy of leadership in home fire safety, working with cutting-edge technologies that protect lives and property worldwide. If you're ready to take the next step in your career and be part of an innovative, mission-driven team, apply now.

This position manages a team of intermediate or experienced professionals in Customer Service. Establishes objectives and guidelines for efficient and high quality services. Liaises with product line management, handles escalated client problems, and makes changes to Customer Service policies to ensure improvement and effectiveness.

Key responsibilities include : handling complex or escalated customer complaints, questions and issues, ensuring timely and effective resolution; review and approval of credit notes related to shortages / overages and relate ongoing issues to proper departmental managers; hire, train, coach and motivate new and established customer service employees; review fines and penalties with CSRs and offer advice on next steps as needed; work with regional sales managers and sales agents to identify opportunities for improvement within CSR department; work closely with cross functional groups such as sales, planning, quality, marketing and legal departments; updates work instructions and publishes to team as part of ongoing training; work closely with senior customer service manager on special projects as assigned; manage the day-to-day operations of a customer service department, ensuring workflow efficiency and adherence to procedures and policies; analyze service data and both internal and external customer feedback and report to senior management; develop and implement policies, procedures and strategies to improve customer service quality and satisfaction; create and provide reports for senior manager as needed.

Basic qualifications include : high school diploma or GED; 5+ years of customer service experience in a business setting.

Preferred qualifications include : bachelor's degree; detail and team-oriented individual with a commitment to providing first class customer service; ability to communicate effectively both verbally and written with management, customers, outside sales agencies, sales representatives, and colleagues; working knowledge of Microsoft Office, Outlook and Excel; high integrity, conducting themselves with honesty, integrity and timeliness in all actions; problem-solving and conflict resolution abilities; ability to manage workloads and set performance standards; resolve conflicts, complaints, customer and system issues; provide support to business to ensure processes and procedures are being followed and implemented.

What you will gain includes : health coverage, financial protection, paid time off, employee support, and retirement.