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Customer Service Operations Manager

2 months ago

Willowbrook, California, United States Permaseal Full time
Job Summary

The Customer Care Assistant Manager plays a pivotal role in supporting the customer care department's operations and ensuring exceptional customer service. This position involves assisting the Customer Care Manager in overseeing daily operations, managing customer inquiries, and leading a team of customer care representatives.

Key Responsibilities
  • Team Leadership: Assist in leading and guiding the customer care team, ensuring they provide prompt and effective assistance to customers.
  • Customer Interaction: Interact with customers to address inquiries, resolve issues, and provide solutions, ensuring a positive experience.
  • Coaching and Development: Provide coaching, mentoring, and support to customer care representatives, promoting skill development and team cohesion.
  • Quality Assurance: Monitor customer interactions and feedback to ensure high service quality and adherence to company standards.
  • Escalation Management: Assist in handling escalated customer issues, working to resolve complaints and complex cases promptly.
  • Communication: Maintain effective communication with customers, team members, and other departments to ensure seamless service delivery.
  • Reporting and Analysis: Assist in generating reports and performance metrics related to customer interactions, service levels, and team performance.
  • Process Improvement: Identify opportunities to enhance customer care processes, streamline workflows, and improve efficiency.
  • Training and Development: Assist in training new customer care representatives, ensuring they are knowledgeable about products, services, and procedures.
  • Collaboration: Collaborate with cross-functional teams to share customer insights and contribute to customer-centric strategies.
Requirements
  • Education: High School Diploma or equivalent.
  • Organizational Skills: Strong organizational skills with the ability to identify and prioritize tasks efficiently with minimal supervision.
  • Problem-Solving: A sense of urgency and ability to drive issues to prompt resolution.
  • Customer Escalation: Ability to resolve Customer Escalations by listening and empathetically communicating with customers, exercising strong analytical skills to determine root cause of the customer's concern, and collaborating with cross-functional teams when their input is required.
  • Reporting and Analysis: Strong understanding of standard Customer Service Key Performance Indicators with the ability to prepare reports with actionable data.
  • Technical Skills: Strong Excel skills and some experience with Salesforce is desired.
  • Team Collaboration: Collaborate with the Customer Care Manager on team member development plans, performance assessment, performance improvement plans, and documentation.
  • Communication: Exceptional verbal and written communication skills with an ability to tailor both to the audience.
  • Attention to Detail: Meticulous in maintaining accurate data and comprehensive record keeping.
  • Adaptability: Willingness to adapt to changing customer demands and organizational needs.