What are the responsibilities and job description for the Customer Service Manager position at System One?
World’s largest, progressive security and audio-visual systems integrator is looking for a Customer Service Manager to join their busy and exciting company
Job Summary:The Customer Service Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers, but also in ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
Essential Duties and Responsibilities:
- Provide daily direction & communication, empowering customer service team to respond timely to customers’ needs and meet SLAs.
- Lead and inspire the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
- Oversee the customer service department ensuring:
- All aspects of customer relationships
- Exceptional service standards across all touchpoints are consistently executed
- Reinforcement of best practices and SOPs in customer engagement to drive loyalty, retention and advocacy
- Brand Ambassador of our SAFE (Speed, Accuracy, Follow-through, Every time) approach to exceptional service
- Uphold the company’s brand and core values in a professional manner.
- Recruit, train, and mentor customer service team members, setting clear performance standards and fostering professional growth.
- Promote a collaborative environment that encourages innovation and use of best practices.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service efficiency, and team performance.
- Actively seek customer feedback during the order process and customer service experience.
- Analyze customer interactions & transactions, identifying areas of improvement in the customer journey
- Become knowledgeable of the technology partners that our company represents.
- Reports to Chief Experience Officer
- Exempt position
- Experience, Education, Skills and Abilities:
- Bachelor’s degree a plus.
- 5 years of experience in customer service with at least 3 years in a leadership role.
- Experience in security or technology industries is a bonus (but not required).
- Proven track record of leading and scaling customer service teams to achieve measurable outcomes.
- Exceptional communication and interpersonal skills, capable of engaging and influencing at all levels of the organization.
- Familiarity with NetSuite ERP is highly desirable.
- Leadership experience in a high-growth or scaling environment.
- Excellent at managing expectations and risks.
- N/A
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.
Benefits and Perks:
Medical, Dental, Vision, 401(k) plans, Tuition Reimbursement., flex spending, casual working environment, 10% management bonus, exempt position.
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