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Customer Service Manager

4 months ago

Salisbury, United States Go Glass Joy, LLC. Full time

_**Job Summary**:_

**Essential functions**:

- Oversee and manage the activities of the Customer Service/Scheduling Department including processes/ workflows, such as scheduling and customer communication to ensure smooth operations and optimal customer satisfaction.
- Set strategic long and short-term goals while monitoring team performance and providing leadership/mentoring to direct reports.
- Analyze the customer experience strategy and translate it into KPIs for each operator to enhance customer satisfaction and ensure continuous improvement and maximum efficiency in labor productivity.
- Overseeing all direct team members to ensure proper training, development, and growth of department staff, so that they are well conversant on existing and new technology/equipment/SOPs being implemented.
- Train staff to answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and resolutions.
- Take responsibility for customer complaints and see them through to completion.
- Monitor day-to-day operations, by conducting regular tests and analysis of data to track and report on department performance, “call to install” metrics, and SOPs.
- Generate and analyze key reports to provide regular updates for Senior Leadership to act for benchmarking performances and customer service functions against industry standards.
- Recommend actionable strategies for improving or restructuring any aspects relating to increased performance while maintaining quality standards.
- Work collaboratively and partner with different departments and management to ensure customer satisfaction and operational efficiency/accuracy.
- Enforce company policies and procedures.
- Commit to continuing education regarding company standards and industry trends/regulations.
- Help promote a culture that encourages top performance and high morale.

**Skills & Aptitudes**
- Proven experience in Customer Service/Relationship Management; call center is a plus.
- Proven Management/Leadership Experience
- Strong problem-solving and analytical skills
- Excellent interpersonal skills and ability to work in a collaborative environment.
- Proficient in de-escalation tactics and strategically assessing customer needs.
- Excellent time management skills and ability to multi-task and prioritize work.
- Exceptional organizational skills and attention and commitment to detail
- Excellent oral and written communication skills
- Strong ethical leadership abilities
- High self-initiative with the ability to work well under pressure and with mínimal supervision.
- High learning agility

**FLSA Classification**:Exempt

**Job Type**:Full-time

**Reports to**:Regional Manager
- **Work environment**_
- Majority of work is completed indoors.
- May, on occasion, be exposed to the outdoors.
- **Physical demands**_
- Must be able to remain in a stationary position approximately 50% of the time.
- The person in this position needs to occasionally move about inside the office to access office technology, etc.
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- May need to position self to maintain computers under desks or in server closets.
- The person in this position will communicate frequently with other Team Members and outside organizations. Must be able to exchange accurate information in these situations.
- Must be able to identify information present on technology, including serial numbers and other identifying information.
- May need to move technology weighing up to 50 pounds.
- **Travel required.**_
- Little to none.
- **Additional eligibility requirements**_

Microsoft Office certification preferred, obtain within 6 months of employment.
- **Work authorization**_

Must be authorized to work within the United States.
- **EEO statement **_

Go Glass 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.

**Other duties**

**Benefits**:

- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No nights
- No weekends

Application Question(s):

- What is your salary requirement?

**Experience**:

- Leadership: 3 years (required)
- Customer relationship management: 5 years (required)
- Strategic planning: 3 years (preferred)

Ability to Commute:

- Salisbury, MD 21801 (required)

Ability to Relocate:

- Salisbury, MD 21801: Relocate before starting work (required)

Work Location: In person