What are the responsibilities and job description for the Customer Service Manager position at Fonte Surgical Supply, Inc.?
A Customer Service Manager overseeing teams of customer service representatives, ensuring customer satisfaction, resolving issues, and improving the overall customer experience.
Key Responsibilities:
Team Leadership:
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Recruit, train, and manage customer service representatives.
Set goals and performance expectations for team members.
Provide coaching, feedback, and support to improve performance.
Monitor team performance and identify areas for improvement.
Customer Service:
- Ensure customer satisfaction and resolve customer issues efficiently.
- Monitor customer interactions and feedback.
- Implement strategies to improve the customer experience.
- Address customer complaints and escalations.
Problem Solving:
- Identify and analyze customer service issues.
- Track and measure the effectiveness of implemented solutions.
Communication:
- Communicate effectively with customers and team members.
- Maintain clear and consistent communication channels.
Process Improvement:
- Identify areas for improvement in customer service processes.
- Implement and monitor new processes and procedures.
- Stay up-to-date on industry best practices and trends.
Marketing:
- Identify customer demographics and implement a marketing strategy to gain market share.
