What are the responsibilities and job description for the Customer Service Manager position at CGC WATER?
We only Hire the Best!
CGC Water Treatment and Plumbing is a Kinetico dealership that sells, installs, and services the best water treatment equipment on the market. We have been in business for over 75 years, and we currently are in three states with the goal to keep on expanding. The CGC family has a vision to impact our communities through better water. Our heart is to make a difference by serving our employees and customers with excellence. We are a three time "TOP PLACES to Work" Company. Get to know Kinetico CGC Water Treatment and Plumbing, what we do and who we are: https://youtu.be/UWvGg03d3uw
Our Core Values:Contagious Positive Culture, Unrelenting Pursuit of Excellence, Passion for Serving People, Commitment to Coachability, and Unwavering Reliability
The Customer Service Manager will lead and oversee the customer service team to ensure exceptional service delivery to our customers. This role involves managing day-to-day customer service operations, developing customer service procedures, and improving overall customer satisfaction. Our customer service team is the "Heartbeat" of our operations and serves all departments and customers. This role is pivotal in managing both inbound and outbound calls, with a strong emphasis on lead setting to schedule in-home appointments for our sales team. The ideal candidate will have a proven track record in customer service management, call center operations, and lead generation.
Key Responsibilities:
Team Management:
Recruit, train, and supervise customer service representatives.
Monitor team performance, provide feedback, and implement improvement plans.
Schedule shifts and manage workloads to ensure adequate coverage.
Customer Service Operations:
Develop and implement customer service policies, procedures, and standards.
Handle escalated customer inquiries and complaints, ensuring prompt resolution.
Maintain and improve the customer service experience through regular evaluations.
Customer Relations:
Build and maintain strong relationships with customers.
Conduct regular customer satisfaction surveys and implement feedback.
Develop strategies to enhance customer retention and loyalty.
Process Improvement:
Analyze customer service metrics and reports to identify areas for improvement.
Implement process improvements to enhance efficiency and service quality.
Stay updated with industry trends and best practices to ensure competitive service delivery.
Communication:
Coordinate with other departments (sales, marketing, technical support) to ensure seamless service.
Communicate effectively with customers to understand their needs and provide appropriate solutions.
Prepare and present regular reports on customer service performance to senior management.
