Customer Service Manager

We are looking for a candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. The ideal candidate will know how to supervise and mentor other customer service and claims representatives by teaching them industry best practices, offering feedback, and establishing measurable customer satisfaction goals. This candidate will also field customer service calls and be a mentor for the customer service team.

Responsibilities

• Oversee the daily operations of the Customer Service and Concierge departments to ensure efficiency and service excellence
• Assist in developing and tracking customer service and concierge performance goals
• Supervise and support customer service representatives and claims specialists, ensuring high-quality service delivery
• Assist to establish and implement customer service policies and procedures to improve efficiency and maintain compliance
• Supervise the daily operations of the claims department
• Investigate and resolve complex customer inquiries and escalations to maintain high customer satisfaction
• Answering the telephone and making follow-up calls
• Actively walk the customer service floor listening to customer service calls
• Train and shadow the customer service representatives and movers/helpers/drivers
• Ensuring that all claims are handled in a timely and accurate manner
• Assist in investigating and resolving customer inquiries and escalations to maintain customer satisfaction
• Monitor customer interactions through AI phone systems, live call monitoring, and direct floor engagement to proactively address service issues
• Assist to develop and implement claims handling procedures and policies to improve efficiency and ensure compliance with state and federal regulations
• Negotiate settlements with claimants or their representatives, aiming to resolve claims fairly and minimize financial impact on the company
• Hire, Train, mentor, and provide ongoing development opportunities for customer service and concierge team members
• Document all interactions with clients
• Respond to customer inquiries on a regular basis
• Receive and implement customer feedback to improve the quality of service
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Provide additional upskilling or learning opportunities for team members
• Reach out to existing and prospective residential and commercial clients to generate leads, via phone
• Email Prospecting and developing new concierge leads
• Customer service engagement to ensure satisfaction and develop concierge prospects or referrals
• Make outbound Concierge calls and answer inbound Concierge calls
• Participate in home shows and community events as a means of building the brand, creating relationships, and generating leads
• Interact with customers/prospects via social media marketing, email follow-ups, email marketing and text related campaigns as a means of driving customer loyalty and engagement
• Travel to other offices as needed
• Perform other duties as assigned to support company objectives

Skills and qualifications

• Demonstrated experience in customer service
• Strong understanding of customer service software
• Clear verbal and written communication skills
• Proficiency in Microsoft Office.
• Familiarity with management techniques
• Ability to meet and exceed customer needs
• Bachelors Degree

Preferred qualifications

• Interpersonal skills
• Problem-solving skills
• Ability to maintain customer confidentiality
• Ability to work collaboratively
• Bilingual