Customer Service Manager- Phone

Description

Job Title: Customer Service Manager

Department: Customer Service

Reports To: Customer Service Director

Position Type: Full-time 

Position Classification: Exempt

Supervisory Responsibility: This position manages all employees of the department and is responsible for the performance management of the employees within that department.

Job Description

The Customer Service Manager oversees the daily operations of the Customer Service team while ensuring the satisfaction of our customers. The manager will lead the team to efficiently complete daily, weekly and monthly tasks/projects and meet departmental performance targets. This will be measured by department specific KPI’s, scorecards and individual performance metrics. 

Requirements

Job Duties

• Work with team leads and managers to ensure team metrics remain at or above target. 
  • Monitor staffing strategy to ensure appropriate support is obtained, properly staffed and supported on all levels
  • Audit scorecards to ensure criteria remain consistent and accurate.
• Ensure recurring issues are addressed in a timely manner, and feedback is provided to front line CS Representatives 
  • Work with leads and managers to ensure “one voice” and initiatives with overlap are aligned on all fronts.
• Create, implement and monitor customer service strategies.
• Assign project owners and follow up throughout the project lifecycle to ensure it is completed on time and meets quality standards.  
• Lead and develop CS Leads. Empowering them to continue to grow their customer service and leadership skill sets. 
• Facilitate daily reporting, daily board updating, main huddle facilitation, CS scorecard.
• When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Ability to work independently and as part of a team
• Strong teamwork and collaboration skills
• Creativity, customer focus, and strong attention to detail
• Advanced problem solving and decision-making skills 
• Strong organizational and analytical skills
• Clear verbal and written communication skills 
• Strong emotional intelligence
• Strong leadership skills

Minimum Requirements

Education 

• High School Graduate or General Education Degree

Experience

• 5 years of prior customer service experience.
• 1 years of prior leadership experience. 
• Prior experience with warranty, returns, damage claims, negative reviews, or other specialized areas, are preferred.
  
  

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday 

Expectations

• Location: Onsite, hybrid or remote  
• Open and honest communication with leadership and peers
• Own your plan, own your work
• Always follow up and follow through
• Stay positive, own your mood

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

 SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law.