Customer Service Operations Manager

3 weeks ago


Willowbrook, California, United States Permaseal Full time

Job Summary: We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Permaseal. As a key member of our customer care department, you will play a critical role in ensuring exceptional service delivery and high customer satisfaction.

About the Role: The successful candidate will have the opportunity to lead and manage a team of customer care representatives, provide coaching and mentoring, and ensure that all customer interactions meet our high standards.

Key Responsibilities:

  • Lead and manage a team of customer care representatives, providing guidance and support to ensure excellent service delivery.
  • Develop and implement effective training programs to enhance the skills and knowledge of customer care team members.
  • Maintain accurate records and reports on customer interactions, feedback, and performance metrics.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes to enhance customer experience.
  • Assist in handling escalated customer issues, working to resolve complaints and complex cases promptly and effectively.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum 3 years of experience in customer service management, preferably in a leadership role.
  • Strong organizational and communication skills, with the ability to work effectively in a fast-paced environment.
  • Excellent analytical and problem-solving skills, with the ability to identify and resolve complex customer issues.
  • Ability to work independently and as part of a team, with a strong focus on customer satisfaction and retention.
  • Estimated Salary: $60,000 - $80,000 per annum.


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