Job Summary
The Customer Service Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Core Duties & Responsibilities
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Manages the orders and backlog.
- Supports customers daily, including estimates and creating the orders.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service team's performance.
- 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 to the General Manager or other appropriate staff.
- Assists with budget preparation for the Customer Service department.
- Maintains an orderly workflow according to priorities.
- Stays informed on the latest industry techniques and methods.
- Performs other related duties and projects as assigned.
Qualifications & Requirements
- At least three to five years of customer sales experience required.
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
Preferred Experience & Aptitude :
Previous experience in a supervisory role preferred.
Physical Demands :
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Regularly repeat the same movements when entering data.
Job Posted by ApplicantPro
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