What are the responsibilities and job description for the Customer Service Manager position at DeGroot Consulting LLC?
Great Company is Hiring a Customer Service Manager!
Pay Rate: Up to 110k plus benefits/bonus
Shift: Day Shift Monday to Friday 40hours per week
Responsibilities:
- Supervise the daily operations of the customer service department.
- Back-up Customer service team during peak demand/ high level of absences.
- Interact with customers and handle customer queries and complaints promptly.
- Escalation for customer service inquiries or concerns.
- Operates with a collaborative mindset
- Manage customer service staffing and effectively evaluate, motivate, develop & recruit teams.
- Develop and implement objectives, policies, and procedures to improve service levels, increase efficiencies, and maintain a continuous improvement environment.
- Establish daily, weekly, and annual KPIs for the department and individual team members and help them reach these goals.
- Develop countermeasures when trends are not hitting the required levels.
- Site compliance administrator responsible for implementing procedures & policies to assure compliance with quality systems, division, and legal regulations. Perform audits to validate compliance.
- Maintain relationships with strategic accounts. Proactively engage accounts to measure customer satisfaction and summarize findings with leadership.
- Track CRM adoption within the team and remove hurdles to system utilization.
Requirements:
- Minimum of five years of customer service experience
- Minimum of three years of management or supervisory experience.
- Prior experience with M3 ERP system or similar ERP is preferred.
- Familiarity with lean process management to enable a continuous Improvement mindset.
- High understanding of our legal language, contracts, terms and conditions, and quality clauses commonly used in business.
- A change agent with a willingness to learn and tackle complex problems and create a sense of urgency and can do attitude within the team
- Bachelor’s degree in business, marketing, communications or related field.
Benefits:
- Health
- Dental
- Optical
- 401k
- PTO
- Company Bonus
Job Type: Full-time
Pay: $56,030.00 - $60,452.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Work Location: In person
Salary : $56,030 - $60,452
