What are the responsibilities and job description for the Customer Service Area Manager position at Grunt Style?
Description
Who We Are
Job Summary:
Customer Service Managers play a vital role in training, motivating, and leading customer service representatives. They ensure that customer inquiries, complaints, and support needs are addressed efficiently while fostering a high-performance team. This role includes assisting with the hiring process and training employees, monitoring their progress, and coaching them to deliver exceptional service.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist in hiring and training new employees.
- Manage a team of customer service representatives, ensuring smooth operations throughout their shifts.
- Provide direct assistance to customers by responding to calls and emails to resolve issues.
- Handle escalated customer concerns by identifying solutions or directing them to the appropriate department.
- Conduct regular performance evaluations and provide coaching to team members to drive improvement.
- Identify opportunities to enhance internal processes and improve overall department efficiency.
- Train and mentor new hires, ensuring they understand company policies and best practices.
- Monitor new team members’ activities during onboarding to assess training needs.
- Leverage data and insights to staff to customer demand and plan workforce needs accordingly.
- Complete assigned responsibilities on a daily basis to support department goals.
Competencies:
- Team leadership
- Demonstrated experience at workforce planning, including expanding and contracting to meet customer demand
- Conducting Performance conversations and coaching to success
- Conflict resolution
- Problem-solving skills
- Strong communication skills
- Multi-tasking ability
- Customer service expertise
- Product knowledge
- Quality focus
- Market knowledge
- Documentation skills
- Data reporting
- Active listening
- Customer interaction skills in email, phone and chat
- Proficiency in Google-based tools and other customer service software
Supervisory Responsibility:
- The Customer Service Manager oversees a team of customer service representatives, ensuring quality customer interactions, resolving escalated concerns, and improving team performance. This position acts as a liaison between customers and internal departments to maintain high service standards.
- This job description is not exhaustive, and additional responsibilities may be assigned as needed to meet business objectives.
- The Customer Service Manager should be adaptable and prepared to take on new tasks that contribute to the success of the team and company.
Work Environment:
- Professional office setting with standard office equipment (computers, phones, printer/copiers).
- The work environment may be noisy due to multiple employees working in the same space.
- Occasionally requires handling difficult customer interactions, which can be stressful.
Physical Demands:
- Long periods of sitting while working on a computer or answering phone calls.
- Extensive use of a computer for typing and record-keeping.
- Ability to move within the office to communicate with other departments.
- Occasionally lift up to 35 lbs.
Position Type & Expected Hours of Work:
- Full-time position (40 hours per week) with flexible hours based on department needs.
- Weekend availability may be required.
Travel:
- No travel expected for this position.
Required Education & Experience:
- CRM knowledge
- Workforce planning
- Strong organizational and time-management skills.
- Proficiency in Google-based tools and ability to navigate multiple programs.
- Excellent communication and leadership skills.
- Self-motivated, independent, and reliable.
- Previous experience as a manager or supervisor.
- Ability to handle charts, forms, and inventories.
- Patience and strong training capabilities.
- Strong decision-making skills.
- Type 35 WPM
Preferred Education & Experience:
- 5-7 years of experience in Customer Service/Call Centers with 3 years being at a supervisor level
- High school diploma or GED.
This role is ideal for individuals who thrive in leadership positions, have a passion for customer service, and are committed to fostering a positive and efficient team environment.
Mission: To be the leader instilling Pride in SELF, in our MILITARY and our COUNTRY.
Vision: Every home in America will KNOW, CELEBRATE, and DEFEND the freedoms that we have as American for the next generations.
Values: MISSION first, be a TEAM and, and have a great ATTITUDE to win.
EEO Statement
Grunt Style provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Grunt Style complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Requirements
