Customer Service Manager
Job Title : Customer Service Manager
Department : Service
Supervisor : Operations Manager
SUMMARY :
Lead and guide the service department to ensure exceptional and efficient customer service, contributing to our branch's reputation as the best in the business.
ESSENTIAL FUNCTIONS :
- Oversee the activities of service technicians, coordinators, and schedulers.
- Provide solutions and research challenging product inquiries for coordinators and technicians.
- Collaborate with various departments, fostering a team-oriented environment both within and outside your department.
- Track, report, and enhance all metrics provided by company, while also developing and monitoring additional internal metrics.
- Offer initial and ongoing training for schedulers, coordinators, and technicians.
- Recommend and manage the implementation of new equipment or procedures to enhance customer service quality.
- Maintain communication with customers and other departments.
- Manage the service department's expenses and revenues.
- Organize paperwork efficiently.
- Ensure timely payment for labor and parts orders, aiming to boost revenue.
- Set up customer accounts.
- Handle credits from Corporate.
- Interact with customer support specialists.
KNOWLEDGE, SKILLS, AND ABILITIES :
- Excellent customer service skills with the ability to train others.
- Strong communication skills with the ability to train others.
- Ability to create a positive work environment and foster teamwork.
- Proficiency in the customer service module for scheduling calls.
- Understanding of the warranty process for handling warranty reorders.
- Knowledge of inventory management and parts tracking to ensure technicians are well-supplied.
- Ability to assess whether a customer's needs have been fully met and to follow up with necessary reorders.
- Capability to evaluate and optimize each technician's route for efficiency.
- Proficiency in Word and Excel.
- Strong multitasking abilities and attention to detail.
PHYSICAL DEMANDS :
Activities include walking, talking, and hearing, with the job primarily involving sedentary work.
WORK ENVIRONMENT :
This role is performed in an office setting.
The above statements describe the general nature and level of work for this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, physical demands, or working conditions associated with the job.
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