Service Manager

International Container Co., LLC is a locally owned and operated manufacturing

company specializing in Waste Containers such as dumpsters and compactors.

ICC is ever growing so we are seeking a Service Manager to become an integral part of our team.

The salary range is $50,000 to $72,000 depending on experience.

Overview
The right candidate will have experience in the Service Manager position and proven track record of revenue growth in the service department area, may also have experience in the refuse, or trash compaction industry.

A service department manager, also known as a customer service manager, is responsible for the day-to-day operations and success of a customer service department. Their duties include:

Managing staff: Hiring, training, and evaluating service personnel, and providing feedback and coaching

Setting standards: Establishing and maintaining customer service standards and procedures

Improving service: Identifying opportunities for improvement, and implementing process enhancements, tools, or technologies

Reporting: Preparing and presenting regular reports to senior management on service performance and key metrics

Staying current: Staying updated on industry trends, best practices, and emerging technologies

Communicating: Responding to customer inquiries, and liaising with other departments to determine the correct response to issues

Analyzing data: Compiling and analyzing data to measure performance

Conducting research: Conducting market research to stay up to date on trends

Solving problems: Resolving any service problems and customer complaints

Service department managers should have strong communication, leadership, and customer service skills, as well as a bachelor's degree in business, administration, or a related field.

• Develop policies and procedures. Policies and procedures make up the playbook that customer service agents follow to resolve customer inquiries. Policies and procedures must balance satisfying customer needs and supporting the goals of the organization. They require constant review and revision as customer needs change and the business evolves.
• Focus on customer satisfaction. This means addressing customer "pain points," adjusting policies and procedures, ensuring agents are well trained, measuring customer satisfaction and responding to customer feedback. Higher satisfaction can lead to larger spend, higher customer retention and favorable referrals. While customers may not always get the response they want, managers must ensure the message is delivered in an effective manner. And if possible, alternative options should be provided to the customer
• Train staff. Training is essential for new hires -- and current employees -- to be successful in jobs. Training activities for new and veteran agents may include classroom lectures, role playing and interactive videos. Ongoing training is just as important as training at the time of hire, as it provides employees with the opportunity to learn new skills and climb the career ladder.
• Develop goals and report progress. There are many contact center metrics that could be monitored and reported on. But the key is to determine which metrics are the most important to the organization and create goals and objectives around those. Progress toward those goals must also be reported at the individual, team and department levels on a regular basis.

• Continue to learn. The practices and tools that support a customer service organization are constantly evolving. Managers should constantly read articles, participate in webinars and attend conferences to stay up to date on technology changes and practices.

Qualifications and requirements of a customer service manager

Here are some of the key qualifications and requirements for a customer service manager:

• Previous related work experience. The customer service manager position is not an entry-level role, so previous experience interacting with customers and leading a team of employees is essential. But this does not mean the individual must have worked in a customer service organization in the past. People with retail backgrounds who regularly interacted with customers likely have these -- or related -- foundational experiences.
• Strong communication skills. Successful leaders can communicate with team members across a variety of media. Leaders must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the customer service manager must be able to adjust communications for their target audience.
• Strong leadership skills. The customer service manager must be able to work with people with different needs. They must also create an environment and reward system that will motivate employees to perform at their peak.
• Proficiency using software. Much of the software used in customer service organizations helps provide structure, organization and communication with staff. The customer service manager must have a minimal competency level and be comfortable using tools such as contact center software, workforce management software, email and messaging apps.

Job Type: Full-time

Pay: $50,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Days:

• Monday to Friday

Work Location: In person

Salary : $50,000 - $72,000