Reporting to the General Manager, the Customer Service Manager manages the customer experience at a base including all processes and procedures and management of the customer service team.

Primary Responsibilities:

* Ensures all customers experience service that is prompt, courteous, anticipates their needs, and consistently goes above and beyond their expectations; interact with customers and develop relationships.

* Attracting, interviewing, and overseeing the hiring of all new team members;

* Manage the training of customer service staff to ensure all training is following the Hawthorne Customer Service training program; skills are continuously being observed, corrected, and that practice is core training component.

* Manage the site point of sale system to ensure efficiency, company standards and regulatory compliance.

* Conduct annual performance reviews of direct reports, while also providing ongoing counseling, mentoring, and discipline as appropriate.

* Culture champion who advocates with clarity, conviction, consistency, and courage.

* Team communication including daily shift huddles/transitions and monthly employee meetings; keeping employees apprised of company news and upcoming events.

* Development of strategies to improve the customer experience and generate organic growth.

* Lead culture initiatives within the Customer Service team and be a cultural ambassador for the base.

* Develop and maintain weekly scheduling for the Customer Service Team.

* Review and approve timecards for all team members.

* Planning and coordinating events; customer transportation, catering.

* Responsible for A/R and A/P; assists in monthly financial closings.

* Daily close outs, subject matter expert on all customer service applications

* Other duties as assigned by the General Manager.

Qualifications:

* 5 years' management experience in a customer service role.

* Bachelor's degree or equivalent experience.

* Strong operational knowledge.

* Effective verbal and written communication skills

* Strong interpersonal skills.

* Strong skills developing direct reports, delegating, and building effective teams

* Strong organization, process, and time management skills.

* Good working knowledge of MS Word and MS Excel.

* Valid driver's license.

Physical requirements:

* Physically able to perform frequent walking, stretching, bending, sitting, stooping, reaching, and grasping actions.

* May be required to work overtime, nights, weekends.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.