Customer Service / Call Center Manager

Bingham Equipment is looking for an experienced and energetic Customer Service Manager to help build our customer support team. The ideal candidate will have experience managing exceptional customer support through phone calls and email exchanges and guiding a team of fellow support team members. This position will provide leadership, supervision and strategic direction for the customer support center while continuing to engage with and support customers through a variety of contact methods. We are looking for a customer-focused, organized, analytical, budding leader for this role.

Responsibilities include:

• Manage incoming phone call/email/web chat volume
• Set and monitor KPI’s and Goals related to customer contact support (including response time, customer satisfaction, call length, etc)
• Create training materials, develop and provide mentorship to team of 3-5 customer support staff.
• Monitors team performance, provides feedback and implements performance improvement plans as needed.
• Provide backup support when needed on any of our customer communication channels.
• Handle customer escalations and have the ability to calmly de-escalate.
• Manage incoming leads and direct them effectively and communicate sales opportunities to sales team
• Use “Voice of the Customer” mentality and translate customer trends to other departments to drive innovation and continued customer satisfaction.
• Collaborate with leadership to define and prioritize customer support initiatives that enhance operational efficiency, customer experience, customer value-add, and competitive advantage.
• Provide regular updates and strategic recommendations to leadership and stakeholders on customer support and lead management initiatives, progress, and outcomes.
• Stay on top of industry news and trends; particularly in regard to customer support technologies, reporting and the construction/agriculture/equipment industry.
• Maintains strong knowledge of Bingham Equipment products and services.

Skills and Experience include:

• 3-5 years’ experience in customer service or call center environment; ecommerce-related preferred.
• At least 1 year in a supervisory or management role in customer service or call center environment.
• Familiarity with equipment and/or parts; especially related to farming, construction or automotive is a plus!
• Excellent customer service skills.
• Ability to calmly handle stressful situations.
• Exceptional problem-solving and analytical skills.
• Familiarity with phone systems, IVR’s and CRM
• Detail-oriented and takes a high level of ownership over their work
• Excellent written and verbal communication skills with the ability to interface with internal/external people at all levels

**This is an on-site position. We are not currently looking to provide relocation assistance at this time.**

About Bingham Equipment Company

Bingham Equipment Company is a family owned and operated business that started in 1955 with a single location in Casa Grande. Today, we are one of Arizona’s leading multi-brand dealers of construction and agriculture equipment for both residential and commercial use with 14 dealer locations across Arizona and Southern California. We are full-service; everything from heavy equipment sales and rentals to parts and service.

Bingham Equipment Company is an innovative, financially sound company that is an industry leader. We promote an environment built on teamwork where knowledge is shared and innovative solutions are the result. The expertise of our Team is as critical to our success as is the effectiveness of our products and solutions. You can personally excel and work with peers to build and service the industry's greatest products and solutions.

Bingham Equipment Company is an equal opportunity employer without unlawful consideration of race, gender, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Bingham Equipment strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Shift:

• Day shift

Ability to Relocate:

• Mesa, AZ 85210: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $70,000