Customer Service Manager

Job Summary

As a Customer Service Manager at LP Propane, your primary responsibility will be to oversee and manage the customer service operations. You will be responsible for ensuring excellent customer satisfaction by addressing customer inquiries, resolving complaints, and managing customer accounts effectively. Your role will involve leading a team of customer service representatives, implementing best practices, and maintaining high service standards.

Duties and Responsibilities

Essential

Customer Service Leadership:

• Provide strategic direction and leadership for the customer service department.

• Develop and implement customer service policies, procedures, and standards.

• Foster a customer-centric culture within the team and across the organization.

• Train, motivate, and mentor customer service representatives to deliver exceptional service.

• Schedule and assign tasks to ensure adequate coverage and efficient service.

• Conduct performance evaluations, provide feedback, and address performance issues.

Customer Relationship Management:

• Build and maintain strong relationships with key customers and business partners.

• Handle escalated customer inquiries and complaints promptly and effectively.

• Monitor customer satisfaction levels and implement strategies for improvement.

• Regularly gather customer feedback and utilize it to enhance service quality.

• Team Management and Development.

Process Improvement and Optimization:

• Identify opportunities to streamline customer service processes and improve efficiency.

• Work closely with other departments to address systemic issues affecting customer experience.

• Implement technologies or tools to enhance customer service operations.

• Monitor and analyze customer service metrics, identify trends, and develop action plans.

• Develop training programs to enhance team members' skills and product knowledge

Cross-functional Collaboration:

• Collaborate with sales, operations, and billing departments to ensure seamless customer experience.

• Share customer insights and feedback to assist in product development and service enhancements.

• Participate in regular meetings and provide input on company-wide initiatives.

Knowledge, Skills, and Abilities

Required

• Proven experience in customer service management, preferably in the propane or energy industry.

• Strong leadership skills with the ability to inspire and motivate a team.

• Excellent communication and interpersonal skills.

• Problem-solving and conflict resolution abilities.

• Proficiency in customer relationship management (CRM) software and other relevant tools.

• Sound knowledge of propane industry regulations and safety guidelines.

• Detail-oriented with exceptional organizational and time management skills.

• Ability to work effectively in a fast-paced, deadline-driven environment.

• Demonstrated ability to analyze data, identify trends, and make data-driven decisions.

• Comprehending the long-term view in the company's objectives

Note: This job description is a general overview and may be subject to change based on the specific needs of the propane company.

• Support and complete paperless management process.

• Correct any behavior within team that needs addressed.

• Hiring and firing of customer service team

Supervision of Others

• Customer Service Leads

Work Environment

• Continual work in an office environment.

Physical Demands

• Able to sit for extended periods of time.

• Able to move freely around office area.

Travel

• Some Idaho/Colorado

Preferred

• Bachelors degree in an applicable field.

• Five or more years experience in office management, customer service, accounting, or a related area.

Brad Hall & Associates, Inc. and its subsidiaries and affiliates are equal opportunity employers. All employment decisions are made without regard to race, color, creed, gender, age, religion, national origin, veteran status, sexual orientation, marital status, disability that does not prohibit performance of essential job functions or any other protected category recognized by state, federal or local laws. We only hire those who are legally authorized to work in the United States.