Customer Service Manager

1 month ago


Wilmington, United States ENSTRUCTURE LLC Full time
Job DescriptionJob Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
  • Monitors or reviews calls or other correspondence between representatives and customers.
  • Works with commercial on setting up new customers.
  • Ensures all invoicing is performed in an accurate and timely manner.
  • Works with the operations team on managing and scheduling customer appointments and dispatches to ensure efficient planning.
  • Ensures that representatives are informed about changes to company products and services.
  • Collects data and prepares reports on customer complaints and inquiries.
  • Prepares monthly reports summarizing the assigned customer service teams performance.
  • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
  • Identifies opportunities to update or improve customer service procedures and makes recommendations to Senior Management.
  • Assists with budget preparation
  • Performs other related duties as assigned.

MANAGEMENT RESPONSIBILITIES:

  • Hires entry-level customer service employees.
  • Trains new employees in the Company's customer service policies, procedures, and best practices.
  • Organizes and oversees the schedules and work of assigned staff.
  • Conducts performance evaluations that are timely and constructive.
  • Handles discipline and termination of employees as needed and in accordance with company policy.


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