What are the responsibilities and job description for the Experienced Customer Service Manager position at Parallel Architectural Products?
About Us:
Parallel Architectural Products is a manufacturer and supplier of versatile aluminum systems, crafted to mimic the timeless beauty of a traditional wood panel.
At Parallel, we’re dedicated to providing exceptional customer experiences that exceed expectations. As we continue to grow, we’re looking for a passionate and experienced Customer Service Manager to lead and inspire our team in Englewood, Colorado. Join us in shaping a culture of excellence, customer care, and innovation.
Job Description:
We are seeking a results-driven and highly motivated Customer Service Manager to oversee our customer service department. This leadership role is responsible for managing a team of customer service representatives, developing customer service strategies, ensuring top-notch service quality, and maintaining a customer-first mindset across the company. The ideal candidate will have proven experience in customer service management, outstanding leadership abilities, and a commitment to delivering a seamless customer experience.
Key Responsibilities:
- Lead, train, and develop a team of customer service representatives to ensure high performance and growth.
- Create and implement customer service policies and procedures to improve customer satisfaction.
- Monitor customer interactions, resolving issues and providing solutions in a timely and efficient manner.
- Set team goals and performance metrics to track customer service success.
- Handle escalated customer complaints and issues with professionalism and care.
- Work with other departments to identify and address customer needs and improve overall customer experience.
- Regularly analyze customer feedback and service performance data to identify areas for improvement.
- Foster a positive team culture, driving motivation and high morale.
- Develop and conduct ongoing training sessions to improve team skills and product knowledge.
- Stay up-to-date on industry best practices and innovations to continually enhance service offerings.
Qualifications:
- Bachelor's degree or equivalent experience in a related field.
- 5 years of customer service experience, with at least 3 years in a leadership or managerial role.
- Proven track record of leading and motivating a customer service team.
- Strong communication and problem-solving skills.
- Ability to handle complex customer inquiries and complaints with professionalism.
- Excellent organizational and time management skills.
- Strong understanding of CRM software and customer service tools.
- Positive attitude with a passion for delivering exceptional service.
- Experience in a fast-paced environment with the ability to prioritize tasks effectively.
Benefits:
- Competitive salary
- Health, dental, and vision insurance
- Paid time off and holidays
- 401(k) with company match
- Collaborative and dynamic work environment
How to Apply:
Please submit your resume, along with a cover letter detailing your experience and why you would be an excellent fit for this position, to telward@parallelap.com. We look forward to hearing from you!
Parallel is an equal-opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.