Customer Service Manager
Customer Service Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Role: Customer Service Manager
Location: Bakersfield CA
Type: FullTime Direct Hire
Salary: $80000 $bonus
POSITION PURPOSE / SUMMARY
The Customer Service Manager (CSM) is an energetic customer centric and process driven individual who is responsible for managing the daytoday operations of the Customer Service team. The CSM is a critical role in the organization and ensures that the company will amaze our customers with helpful and welltrained Customer Service Reps.
DUTIES AND RESPONSIBILITIES
Staffing/Management
- Proactively plans to ensure team is properly staffed and trained to meet the needs of our customers within approved headcount parameters (coordinates recruiting efforts with HR)
- Ensures that procedures are followed and any changes to processes are thoughtfully developed approved by senior management and documented
- Ensures interviewing onboarding and training processes are followed
- Develops and communicates work schedules for associates based on the needs of the business
- Provides documented coaching/counseling efforts as needed and works with HR if/when employee discipline and termination are necessary
- Works within approved authorities for staff pay levels
Order Processing
- Responsible for accurate entry of customer orders. This includes accurate pricing items locations etc. Additionally this includes gathering all necessary customer information for accurate billing. The CSM must learn the companys order management system hands on so that CSRs can be trained and monitored.
Phone/Email Coverage
- The company receives 100s of inbound phone calls and Emails per week from our Customers. CSM will staff and train the team such that all calls are answered and that proper phone scripts and techniques are followed for a variety of phone call types (sales service billing questions issue resolution etc. CSM will also listen to samples of recorded calls each month for training and accountability purposes.
Inbound Sales Optimization
- Customers and prospective customers routinely call the companys needing our products and services. The role of the CSM is to ensure that all CSRs are trained to quote and sell our services explain the companys value proposition and try to close business with basic sales techniques.
Reporting/Deliverables/Other
- Weekly phone efficiency reporting (Abandonment rate calls per CSR Average Handle Time and other basic phone metrics)
- Miscellaneous reports via Tower to help measure and track orders billing inventory etc.
- Tracking of quotes
- Tracking form for recorded call quality scoring
- Maintains inventory of office supplies; orders new supplies as needed.
- Maintains office files; implements an efficient system for other staff to access files and records.
- Other duties as assigned
REQUIRED SKILLS/ABILITIES:
Verbal and written communication skills
Interpersonal and customer service skills
Organizational skills and attention to detail
Problem solving skills
Scheduling & Staffing
Time management skills with a proven ability to meet deadlines
Ability to type at least 50 words per minute
Proficient with Microsoft Office Suite or related software in addition to strong familiarity with laptops tablets PCs scanners/printers and other basic office technology
Problem solving
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent required; Bachelors degree in business or related field preferred.
- A minimum of 5 years of office supervision or management
Customer Service,Customer Service Management
Employment Type
Full Time
