What are the responsibilities and job description for the Customer Service Manager position at Supreme Staffing?
Connect has partnered with our client seeking a Customer Service Manager!
Title: Customer Service Manager
Pay: $60K - $70K
Schedule: M-F 8am - 5pm
Location: (RIVERDALE EAST HOLMES)
Position Type: Direct Hire
Benefits: Medical, Dental, Vision, 401k, PTO.
Direct Reports (if any): 6 csr’s
Position Scope: The primary responsibilities will be to supervise the daily ac vi es of the 6 customer service representatives in two locations. Our goal is to make be er use of technology and well documented procedures to move the department from a focus on data entry to a focus on high-level customer service, eventually transitioning to sales support. The ideal candidate must be highly organized, reliable, and results driven, and comfortable with the use of technology and analytical thinking.
Responsibilities:
● Establish effective processes and procedures and document the procedures in a clear way that can be incorporated into a process/training manual.
● Develop objectives for the Customer Service with the understanding that the department will transition to a more sales-oriented department.
● Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
● Collect and analyze Customer Service statistics.
● Hire, coach and provide training to personnel to maintain high customer service standards
● Monitor and improve ordering, telephone handling and other procedures
● Identify and evaluate performance with key metrics (accuracy, call-waiting me etc.)
● Prepare performance related reports for different departments and management
Requirements:
● Proven experience in Customer Service Management or similar management position.
● Knowledge of performance evaluation and customer service metrics
● A basic understanding of financial analysis (cost-effectiveness, cost-benefit etc.)
● Proficient in MS Office
● Outstanding communication and interpersonal skills
● Excellent organizational and leadership skills with a problem-solving ability
● Positive attitude is a must.
● Bachelor’s degree in Business Administration, Marketing, or related field.
Salary : $60,000 - $70,000
