National Service Manager

2 months ago

Paoli, United States Universal Atlantic Systems LLC (UAS) Full time
Job DescriptionJob Description

Role Overview

This position involves overseeing the National Accounts Service department, ensuring effective leadership and guidance for a team of service representatives. The supervisor will be responsible for fostering a positive, collaborative, and customer-centric work environment while conducting interviews, performance evaluations, and implementing strategies to enhance team productivity and efficiency.

FLSA Status

Full-Time, Exempt

Key Responsibilities

  • Provide effective leadership and guidance to a diverse team of service representatives and specialists.
  • Conduct interviews and screen potential applicants.
  • Foster a positive and collaborative work environment, promoting teamwork, professional growth, and a customer-centric mindset.
  • Conduct regular performance evaluations, set goals, and implement strategies to enhance team productivity and efficiency.
  • Continuously work to develop and optimize processes within the department to ensure financial objectives are achieved.
  • Supervise day-to-day service operations, ensuring timely and accurate resolution of customer inquiries, requests, and issues.
  • Monitor service levels, response times, and customer satisfaction metrics to identify areas for improvement and implement corrective actions.
  • Establish and maintain quality standards for service interactions, ensuring that all team members adhere to established protocols and best practices.
  • Conduct regular one-on-one meetings and provide constructive feedback to enhance individual performance.
  • Champion a customer-centric culture by prioritizing the delivery of outstanding service experiences.
  • Analyze customer feedback, identify trends, and implement initiatives to continuously improve customer satisfaction.
  • Handle escalated calls from service team members addressing customer issues (internal or external) that require management oversight.
  • All other duties as assigned.

Qualifications

  • Bachelor's degree in Business Administration, Management, or a related field, or equivalent work experience preferred.
  • Proven experience in a service management role, preferably in a call center or customer service environment.
  • Strong leadership and interpersonal skills with a focus on team development and motivation.
  • Excellent analytical and problem-solving abilities.
  • Exceptional communication skills, both written and verbal.
  • Proficiency in using customer relationship management (CRM) systems and related tools.
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Previous experience in a similar industry or sector, providing insight into industry-specific challenges and customer expectations.

Preferred Candidate Experience

  • Understanding of industry trends and the competitive landscape, with the ability to apply this knowledge to improve service operations.
  • Relevant experience supporting a National Account model organization within a service department.
  • Technical or operational aptitude as it pertains to industry sub-contractor knowledge, components of systems, and the relevant interconnected technology and applications.
  • Experience with Oracle or other relevant CRM/ERP tools is a plus.
  • Budget management and KPI development/management experience preferred.

Work Requirements: Position is considered sedentary and requires extended periods of telephone and PC exposure.

EEOC Statement

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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