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Customer Service Manager

3 months ago

Orlando, United States ICX Group Full time
  • Ensure exceptional service quality through all customer communications, both digital and telephonic.
  • Monitor and maintain standards for responsiveness and professionalism in customer interactions.
  • Document and resolve customer inquiries and complaints in a timely manner, in alignment with company policies.
  • Oversee the processing and accuracy of sales agreements and customer billing.
  • Work with sales administrators to address any discrepancies promptly and effectively.
  • Lead recruitment, training, and development of the administrative and customer service teams.
  • Foster a positive workplace culture through effective communication and team management.
  • Monitor team performance and provide coaching to enhance productivity and engagement.
  • Identify and implement process improvements to enhance operational efficiency.
  • Ensure all processes comply with established safety and administrative standards.
  • Conduct regular audits and training to ensure compliance with company policies.
  • Generate and analyze accounts receivable reports to prioritize collections.
  • Collaborate with branch managers to minimize overdue accounts and engage third-party collections when necessary.
  • Prepare and submit accurate operational reports within designated timelines.
  • Track and report on key performance indicators related to customer service and administrative functions.
  • Uphold all safety procedures and ensure a safe working environment for the team.
  • Engage in safety training and incident reporting as necessary.


Qualifications:

  • Bachelor’s degree or substantial experience in business administration or customer service management.
  • Proven leadership experience, managing teams of five or more, with expertise in hiring, training, and employee retention.
  • Demonstrated experience in managing remote resources and meeting deadlines for deliverables.
  • In-depth knowledge of customer service practices, accounts receivable processes, and operational execution.
  • Ability to develop strategic objectives that enhance efficiency and accuracy within the team.
  • Experience in training and change management.