Customer Service Manager
1 month ago
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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