Customer Service Manager

1 month ago

Centennial, United States CAIRE Inc. Full time

Customer Service Manager - AMSR


Classification

Exempt


Job Level

Management


Reports to

VP Finance and Operations


Date

November 21, 2024


JOB DESCRIPTION

To coordinate and provide the link between sales and customer service and other departments as needed to ensure best possible service to the customer.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Owns daily operation of the customer service call center team, to include the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs
  • Engages and motivates a team of 4 - 6 in a busy fast-paced call center environment which includes taking your fair share of calls, new and continued training and regular coaching.
  • Compile, review and act upon key performance indicators (KPIs) to ensure operational efficiencies and meet goals
  • Regular and consistent monitoring of agent performance, coaching and taking corrective action, if necessary. Monitoring includes service calls to observe employee demeanor, technical accuracy and conformity to company policies.
  • Answering agent questions regarding best practices or difficult calls. Resolves escalated customer/supplier issues in a way that balances compassion for customers and the company bottom line.
  • Maintains harmony among workers and resolves grievances.
  • Review applicant submissions; interview, hire, and onboard new hires for employment.
  • Identifying operational issues, suggesting and implementing improvements.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Makes informed decisions and solves problems using data analysis and critical thinking skills.
  • Other duties and responsibilities as assigned by management.


Competencies

  • Good business ethics
  • Communication Proficiency
  • Business Acumen
  • Detail Oriented
  • Collaboration
  • Diversity and Inclusion
  • Teamwork Orientation
  • Technical Capacity


Supervisory Responsibility

Customer service associates and reps within the department


Work Environment

This job operates onsite in a professional office environment.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls and talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus


Travel

None


Required Education and Experience

Bachelor’s Degree, or relevant work experience may be considered in lieu of degree.

3-5 years of leadership experience.

Service or call center management experience.

Strong analytical and problem-solving skills, exercising sound, independent judgement.

Ability to multi-task, responding to changing business priorities and deadlines.

Proven record of meeting commitments and achieving goals through the encouragement, guidance, and influencing others.

Ability to compile routine correspondence and departmental reports and forms.

Perform quality work and maintain error-free activity on all prepared documents.

Ability to maintain the required confidentiality.

Awareness and understanding of Company quality standards.


Preferred Education and Experience

Additional training in related courses from vocational or business school desired.

Should possess a working knowledge of personal computers.


Additional Eligibility Qualifications

None required for this position.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


CAIRE is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.

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