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Customer Service Operations Manager

2 months ago

Willowbrook, California, United States Permaseal Full time
Job Title: Customer Care Assistant Manager

At Permaseal, we are seeking a highly skilled and experienced Customer Care Assistant Manager to join our team. This is a critical role that requires a strong understanding of customer service principles and the ability to lead a team of customer care representatives.

Key Responsibilities:
  • Assist in leading and guiding the customer care team to ensure they provide prompt and effective assistance to customers.
  • Interact with customers to address inquiries, resolve issues, and provide solutions, ensuring a positive experience.
  • Provide coaching, mentoring, and support to customer care representatives, promoting skill development and team cohesion.
  • Monitor customer interactions and feedback to ensure high service quality and adherence to company standards.
  • Assist in handling escalated customer issues, working to resolve complaints and complex cases promptly.
  • Maintain effective communication with customers, team members, and other departments to ensure seamless service delivery.
  • Assist in generating reports and performance metrics related to customer interactions, service levels, and team performance.
  • Identify opportunities to enhance customer care processes, streamline workflows, and improve efficiency.
  • Assist in training new customer care representatives, ensuring they are knowledgeable about products, services, and procedures.
Requirements:
  • High School Diploma or equivalent.
  • Strong organizational skills with the ability to identify and prioritize tasks efficiently with minimal supervision.
  • A sense of urgency and ability to drive issues to prompt resolution.
  • Ability to resolve Customer Escalations by listening and empathetically communicating with customers, exercising strong analytical skills, and collaborating with cross-functional teams.
  • Strong understanding of standard Customer Service Key Performance Indicators with the ability to prepare reports with actionable data.
  • Strong Excel skills and some experience with Salesforce is desired.
  • Collaborate with the Customer Care Manager on team member development plans, performance assessment, performance improvement plans, and documentation.
  • Support the team in maintaining the smooth operation of day-to-day operations.
  • Exceptional verbal and written communication skills with an ability to tailor both to the audience.
  • Meticulous in maintaining accurate data and comprehensive record keeping.
  • Willingness to adapt to changing customer demands and organizational needs.