Service Manager

2 weeks ago


MN United States Everidge Full time
Job Title: Service Manager

Everidge is seeking a highly skilled Service Manager to lead our Service Department. As a key member of our team, you will be responsible for providing exceptional customer service, ensuring timely and accurate service delivery, and driving process improvements to maintain high service levels.

Key Responsibilities:
  • Lead a team of Service & Warranty Support Representatives to provide top-notch customer service and meet our Every step of the way promise.
  • Monitor service volumes and workflow, manage customer satisfaction, and identify process improvement activities to maintain service levels.
  • Ensure compliance with all company policies and procedures, complete necessary paperwork, and submit reports to management.
  • Develop and maintain a broad knowledge of technical and operational practices of roles being supervised and identify areas for process improvement.
  • Work with internal departments to provide input on issues and field concerns that could cause further warranty claims, company defamation, or failure to meet our promise.
  • Foster an environment of continuous improvement and development, ensuring the highest levels of productivity within the department.
  • Monitor and measure employee performance, provide feedback and coaching, and facilitate change management.
  • Maintain and/or improve customer relations by providing great customer service and encouraging a positive experience with current or potential service providers and customers.
Qualifications:
  • High School Graduate, GED, Technical School Graduate, or equivalent work experience.
  • Strong customer service and interpersonal skills, with the ability to communicate clearly and effectively through verbal and written mediums.
  • Demonstrated ability to read, write, and communicate effectively to represent company management in a support capacity.
  • Strong talent management skills, including coaching, employee development, building effective teams, and performance management.
  • Ability to work in high-pressure situations, deal with conflict, ambiguity, and shifting priorities in a composed and competent manner.
  • Strong organizational and time management skills, with the ability to manage multiple priorities and delegate when needed.
  • Analytical and problem-solving skills for customer challenges, project work, and systems/process improvements.
Physical Effort:
  • Ability to sit behind a desk for 8 hours.
  • Ability to work on a PC as required.
  • Be on the phone for extended amounts of time.
  • Employee may occasionally lift and/or move items up to 20 pounds.


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