Customer Service Manager

Description

Are you a Customer Service Manager searching for new experiences? As a leading Trane® independent office, Brady has brought together some of the best minds to bring efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates, which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

The Customer Service Manager is responsible for overseeing the daily operations for the Customer Service department, including Scheduling Coordinators, Billing Coordinators, Contract Administrators, and general administrative support functions.  Interacts directly with customers to handle inquiries and complaints in a timely manner.  Creates and implements process improvement and corrective plans in response to customer feedback and in support of the organization’s growth plans.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Supports the daily operational execution of the Schedulers, Billers, and Contract Administration Associates.
• Establishes standards for and monitors the quality of work related to scheduling, billing, and WIP management.
• Creates new processes and modifies existing processes to improve efficiency and customer satisfaction.
• Creates and executes departmental growth plans that align with the organization’s strategic plan.
• Interacts directly with customers to handle inquiries and complaints.
• Maintains customer satisfaction by investigating concerns, implementing corrective actions, and communicating with customer and Associates throughout the organization as needed.
• Creates individual and team goals for Customer Service group and helps team members achieve them.
• Creates and maintains periodic reports to evaluate and manage both individual and team performance.
• Leads ongoing process improvements efforts for department .
• Creates individual development plans for Associates in department.
• Responsible for annual performance evaluations and recommends raises, promotions, and disciplinary actions.
• Hires and trains new customer service staff members.
• Serves as a facilitator for introducing, evaluating, and adopting new technology into the customer service group.
• Reviews and implements the latest industry trends and techniques.
• Promotes rewarding workplace by treating co-workers with respect and consideration.
• Works closely with Sales, Finance, HR, Department leaders, and the leadership team to collaborate effectively on the day-to-day activities to deliver One Brady
• Flexibility to work overtime/weekends, as required.

TEAMWORK:

• Demonstrates and promotes a spirit of cooperation and teamwork throughout the company.
• Continually looks for ways to improve our processes and ability to serve our customers effectively.
• Improves personal performance on a continual basis.

CUSTOMER SERVICE:

• Provides responsive, professional, and diplomatic customer service. 
• Answers customer calls and correspondence quickly and pleasantly.
• Communicates with customers in a friendly, professional, and patient manner.
• Performs all duties with the goal of building and maintaining long-term customer relationships.
• Immediately addresses any customer’s concern and requests the involvement of other company personnel as required.

SAFETY:

• Follows all company safety programs and reports any non-compliance to Director of Business Development or Safety Leader
• Notify Director of Business Development or Safety Leader of any unsafe conditions.

SUPERVISORY RESPONSIBILITIES:  Facilitates the daily operation of the Customer Service Team.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; coaching and mentoring Associates; addressing complaints and resolving problems.

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:  Associate degree or equivalent from two-year college or technical school and 7 years Customer Service Management experience; or equivalent combination of education and experience. 

COMPUTER SKILLS:  Proficiency in Microsoft office programs, general familiarity with computer systems, and ability to learn software applications as required.

CERTIFICATES, LICENSES, REGISTRATIONS:  None.

LANGUAGE SKILLS:  Ability to read and write.  Required to effectively communicate with co-workers and customers.  Ability to understand and translate correspondence from dictation.

MATHEMATICAL SKILLS:  Must possess basic math skills.  Ability to perform basic math operations using units of American money, weight measurement, volume, and distance.

REASONING ABILITY:  Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, and telephone and effectively communicate with others.  The associate frequently is required to sit and reach with hands and arms.  The associate is occasionally required to stand; walk; and stoop or kneel.  The associate must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment.  The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS:                                                                                                                                                    

• Ability to pass drug screening
• Ability to prove US employment eligibility

Qualifications