Customer Service Manager

Job Title:
Customer Service Manager
Department:
Customer Service (or Operations)
Job Code:
CSV100
Location:
Ripon, Calif., USA
Type:
Full-time, Regular
Job Description:
The Customer Service Manager is responsible for managing the customer service team and developing service-related policies and procedures to enhance client engagement and ensure customer needs are met in a timely manner. The role requires an individual who is a forward thinker that can bring the department together to work as a team and have the ability to create new processes, as required, and assist the customer service team to effectively complete their daily tasks.
Responsibilities:
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customers' issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyze statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Recommend solutions for customer’s complaints.
  • Coordinate with other departments to resolve issues involving the customer services department.
  • Responsible for the staffing level of the department.
  • Communicate, implement and interpret new and existing policies and procedures to staffs within the department.
  • Supervise the day-to-day activities of customer service department within established policies and procedures.
  • Develop and implement process and procedures to improve operational efficiency.
  • Oversee cross-functional work areas targeted to resolve issues raised by customers.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.
Requirements:
  • Five years of recent customer service management experience, preferably within a manufacturing or distribution industry
  • Required call center experience
  • Bachelor’s degree preferred
  • Proficiency with standard desktop software (Outlook, Word, Excel) as well as PowerPoint
  • Excellent verbal and written communication skills
  • Awareness of the industry’s latest technologies and trends
  • Excellent knowledge of management methods, techniques and software
  • Working knowledge of customer service software, databases and tools
  • Ability to multi-task and be comfortable with conflict resolution