Job Overview:
We are seeking a dedicated and experienced Customer Service Manager to join our team. As a Customer Service Manager, you will be responsible for overseeing the customer service operations, ensuring exceptional service delivery, and maintaining high customer satisfaction levels.
Duties:
- Serve as the primary point of contact for customers
- Addressing escalated concerns, general inquiries and feedback through various channels such as company phone lines, company email, and in-person interactions.
- Manage customer complaints and escalations effectively, ensuring timely and satisfactory resolution.
- Maintain a high level of professionalism in this role.
- Build and maintain strong relationships with customers, nurturing trust and loyalty through interactions and proactive outreach.
- Collaborate with departments to create and implement process improvements aimed at enhancing customer experience and operational areas of improvement.
- Support with training efforts, for new and existing employees.
- Document all customer interactions, including details of inquiries, resolutions, and follow-up actions, on company information systems and CRMS.
- Escalate complex issues or unresolved complaints to appropriate departments or supervisors for further investigation and resolution.
Qualifications:
- High School Diploma or Equivalent
- At least 3 years in a Customer Service Call Center environment
- Leadership skills
- Written and verbal communication skills
- Problem-solving skills
- Negotiation skills
- Patience, compassion and empathy
- A passion for customer satisfaction
- Time management skills
- Readiness to learn
This position offers a competitive salary, opportunities for professional growth, and a dynamic work environment. If you have a passion for delivering exceptional customer service and possess the required skills and experience, we invite you to apply for the Customer Service Manager position with us.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Experience:
- Customer service: 3 years (Required)
- Escalation Calls: 3 years (Required)
- Leadership: 3 years (Required)
Work Location: In person