Are you a dedicated, self-driven individual with a passion for providing outstanding customer support? Do you have a reputation for consistently prioritizing customer satisfaction? If so, we are looking for you to join our team as a Customer Service Manager. Our mission is to foster positive relationships with our customers and donors, educating them about the non-profit organizations we partner with and elevating their visibility within the community. We foster a culture of continuous learning and personal development, providing the support and resources you need to excel in your role.
In this role, you will be responsible for ensuring an exceptional customer experience by engaging with customers to understand their values, fostering open communication, and offering opportunities for donations. You will engage in daily interactions with customers, consistently upholding courtesy, professionalism, and kindness to create a positive impression. Your role also involves the management of donations, including tracking and processing new contributions, as well as promoting brand awareness initiatives. Additionally, you will be expected to skillfully handle customer complaints to enhance overall satisfaction.
Key Responsibilities of a Customer Service Manager:

• Interact with customers and members of the community and effectively resolve customer issues, complaints, and conflicts to ensure customer satisfaction and understanding
• Maintain a deep understanding of our client's products or services to provide accurate information to customers
• Adhere to company policies, procedures, and ethical standards
• Stay up-to-date with product knowledge, customer service techniques, and company policies through training and self-improvement
• Maintain detailed records of customer interactions through company’s key performance indicators provided in training

Skills and Qualities We Seek in a Customer Service Manager:

• Empathy, Patience, and Consistency: You should be capable of managing a diverse range of customer demographics, backgrounds, and personas with confidence, providing the same high level of service to each individual
• Adaptability: Embrace the variability of a people-centric career, handle challenges with resilience, and tackle surprises with a sense of humor
• Clear Communication: Use authentic, positive language to convey your message effectively. Stay engaged and ensure customer satisfaction with every interaction

Requirements of a Customer Service Manager:

• High school diploma or equivalent
• Previous customer service or related experience preferred, but not required
• Proven interpersonal skills
• Ability to remain patient and composed, even in challenging customer situations
• Flexibility to adapt to changing customer needs and departmental requirements
• Effective time management and organizational skills to handle multiple customer inquiries efficiently
• Adherence to company policies, industry regulations, and ethical standards
• A track record of punctuality and reliability in meeting work schedules
• Ability to meet or exceed company’s performance metrics

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