What are the responsibilities and job description for the Customer Service Manager position at Oak Valley Community Bank?
About Company:
About the Role:
The Customer Service Manager plays a pivotal role in ensuring that our clients receive exceptional service and support in the banking and credit department. This position is responsible for leading a team of customer service representatives, fostering a culture of excellence, and implementing effective training programs to enhance service delivery. The manager will also be tasked with developing strategies to improve customer relations and satisfaction, ultimately driving service sales and retention. By analyzing customer feedback and service metrics, the manager will identify areas for improvement and implement solutions to enhance the overall customer experience. The end result of this role is to create a seamless and positive interaction for customers, ensuring their needs are met efficiently and effectively.
Minimum Qualifications:
- High School Diploma, or general education degree (GED)
- 5 years of experience in customer service, with at least 2 years in a managerial role.
- Proven track record of improving customer satisfaction and service metrics.
Preferred Qualifications:
- Experience in the banking or financial services industry.
- Familiarity with customer relationship management (CRM) software.
- Certification in customer service management or related fields.
Responsibilities:
- Lead and manage the customer service team, providing guidance and support to ensure high performance.
- Develop and implement training programs for customer service representatives to enhance their skills and knowledge.
- Monitor customer interactions and feedback to identify trends and areas for improvement.
- Collaborate with the sales department to align customer service strategies with sales goals.
- Resolve complex customer issues and complaints in a timely and professional manner.
Skills:
The required skills in customer service training and team management are essential for developing a high-performing customer service department. Problem-solving skills will be utilized daily to address and resolve customer issues effectively, ensuring a positive experience. Strong customer relations skills will help in building rapport with clients, leading to increased loyalty and retention. Inside sales skills will be beneficial in identifying opportunities to upsell services during customer interactions. Additionally, experience in service sales will aid in aligning customer service efforts with overall business objectives, driving revenue growth.
