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Customer Service Manager

2 months ago

Detroit, Michigan, United States CGC Water Full time

Job Summary:

The Customer Service Manager will lead and oversee the customer service team to ensure exceptional service delivery to our customers in the water treatment industry.

This role involves managing day-to-day customer service operations, developing customer service procedures, and improving overall customer satisfaction.

Key Responsibilities:

  • Team Management:
    • Recruit, train, and supervise customer service representatives.
    • Monitor team performance, provide feedback, and implement improvement plans.
    • Schedule shifts and manage workloads to ensure adequate coverage.
  • Customer Service Operations:
    • Develop and implement customer service policies, procedures, and standards.
    • Handle escalated customer inquiries and complaints, ensuring prompt resolution.
    • Maintain and improve the customer service experience through regular evaluations.
  • Customer Relations:
    • Build and maintain strong relationships with customers.
    • Conduct regular customer satisfaction surveys and implement feedback.
    • Develop strategies to enhance customer retention and loyalty.
  • Process Improvement:
    • Analyze customer service metrics and reports to identify areas for improvement.
    • Implement process improvements to enhance efficiency and service quality.
    • Stay updated with industry trends and best practices to ensure competitive service delivery.
  • Communication:
    • Coordinate with other departments (sales, marketing, technical support) to ensure seamless service.
    • Communicate effectively with customers to understand their needs and provide appropriate solutions.
    • Prepare and present regular reports on customer service performance to senior management.

Requirements:

The ideal candidate will have a proven track record in customer service management, call center operations, and lead generation.

What We Offer:

As a Customer Service Manager at CGC Water Treatment and Plumbing, you will have the opportunity to work with a reputable company in the water treatment industry, with a strong commitment to customer satisfaction and employee development.