Customer Service Manager

Job Description Job Description The Customer Service Manager is responsible for facilitating smooth business operations, communicating cross-functionally to convey important updates promptly, and following established company standard operating procedures.Customer Service Manager Summary : The Customer Service Manager is responsible for representing the company’s brand image and delivering exceptional leadership. This entails delivering the best possible customer service outcomes, managing omnichannel communication with internal and external stakeholders, resolving problems as they arise, and completing all assigned tasks satisfactorily. The Customer Service Manager will undergo an extensive “manager in training” onboarding process, then will be placed into a leadership role that best suits their strengths based on business needs and individual performance.Supervisory Responsibilities : Yes, upon completion of training and based on specific job assignments.General Duties / Responsibilities : Undergo “manager in training” onboarding process to develop a well-rounded understanding of the Company’s operations;Maintain the highest level of communication standards;Regularly review and analyze data across multiple internal systems;Work closely with others internally and externally to fulfill guest needs;Proactively serve as a subject matter expert to anticipate and manage customer expectations;Handle guest complaints and disputes following the instant pacification procedures;Resolve all client complaints as received, whilst upholding all department standards;Complete timecard review and approvals for hourly department employees via ADP Workforce Now;Administer coaching and disciplinary action to employees who are not performing to Company standards; andMaintain reliable availability and be accessible to promptly attend to business needs.Required Skills / Abilities : Expert understanding of clerical and administrative procedures.Excellent written and verbal communication skills.Active listening and interpersonal skills.Excellent attention to detail.WOW service mentality.Demonstrates initiative and leadership qualities.Education and Experience : Bachelor’s degree or higher preferred; High School Diploma required.7-10 years prior experience required, including but not limited to similar roles such as : Call Center Manager, Customer Service Supervisor, Call Quality Assurance Supervisor, Guest Operations Team Lead, etc.Job Function : Administrative, Customer Service, ManagementAbout Traveling Teams Inc. : Over 20 years ago, Traveling Teams Inc. was founded on the simple concept of service. We decided from the beginning that we only serve youth sports and, now, we are the leading youth sports housing provider in over 800 markets throughout North America and some parts of Canada. We have forged lasting relationships with all major national hotel brands, CVBs, event holders, and sports commissions. Through these relationships, we have proven successful in managing the volume and prestige of any event. As the Company evolves, we will continue to invest in state-of-the-art technology and always keep remarkable service at the forefront of our vision and model.