What are the responsibilities and job description for the Customer Service Manager - IWAE.com position at Ingram's Water & Air Equipment?
Job Description
Do you have the magical ability to turn frustrated customers into loyal superfans? Can you manage a team, conquer Zendesk, curate hold messages that make people want to stay on the line, and maybe crack a good dad joke that lands? If so, we’ve been waiting for you—our next Customer Service Manager! Just kidding... dad jokes are not allowed for obvious reasons, but we still need you!
At our company, we’re serious about customer satisfaction, but we also believe work should be fun (and not feel like you’re stuck listening to 2008 elevator tunes). We need a leader who can keep customers happy by empowering a stellar support team with processes that work, and ensure our systems—both Zendesk and phone services—run smoother than a freshly greased slide.
What You’ll Do (Besides Look Awesome Doing It):
- Answer customer questions and resolve issues like the problem-solving legend you are.
- Tame Zendesk—manage tickets, automations, and workflows so smooth they practically run themselves.
- Administer our phone system—including creating custom hold messages that don’t make callers regret their life choices (think lighthearted, upbeat, and maybe a pun or two).
- Hire, train, and coach your customer service dream team into all-star communicators.
- Monitor metrics and analyze trends to find opportunities to improve customer happiness.
- Reimagine processes to make operations faster, smarter, and less “Why hasn’t someone fixed this yet?”
- Conduct appraisals and reviews that inspire growth without inducing existential dread.
- Handle phone system setup and troubleshooting so no call goes unanswered (or to hold-music purgatory).
What You Bring to the Table:
- Legendary customer service skills—you’ve turned complaints into thank-you notes.
- Experience managing help desk platforms like Zendesk (your trusty sidekick).
- Phone system administration chops, including crafting hold messages that inform, entertain, and don’t annoy.
- Ninja-level decision-making abilities under pressure.
- Process improvement expertise—you can spot a bottleneck from a mile away.
- An uncanny ability to plan, staff, and motivate a team, even on pre-coffee Monday mornings.
- A natural gift for analyzing data and turning it into action plans (and maybe even a meme or two).
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service management: 1 year (Preferred)
Language:
- Spanish and English (Preferred)
Ability to Relocate:
- Hickory, KY 42051: Relocate before starting work (Required)
Work Location: In person