Customer Service Manager
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Job Location:
San Marcos, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
Essential Duties and Responsibilities
The Customer Service Manager leads the customer service team including the customer service supervisors and call center agents. This role has overall responsibility for the management development and training of the customer service team the creation and implementation of strategies and processes to improvethe customerexperience and collecting and analyzing customer feedback.
Develop and execute a comprehensive customer experience strategy aligned with company goals and brand values.
Manage performance team of customer service representatives
Manage and monitor time and absence of team members utilizing Workday
Recruit interview hire and train new staff members
Oversee daily workflow of the department
Provide constructive and timely performance feedback and evaluations
Drafts implements and executes policies and procedures to facilitatea qualitycustomer service experience
Establishes performance metrics for customer service representatives
Establishes service levels and requirements for the department
Develops and implements methods to record assess and analyze customer feedback
Develops and implements training and quality assurance programs for new hires and experienced employees
Identifies and recommends or acquires updates and expansions to technology equipment and policies that may improve customer service and retention
Collaborate closely with Operations Sales Marketing and IT to streamline processes andeliminatecustomer pain points.
Drafts and implements the departments budget
Conducts annual performance reviews of customer service leads and representatives
Monitor agent calls andprovidetimely feedback accordingly
Performs other duties as assigned
Qualifications and Education Requirements
High School diploma or GED required
At least 3 years of related experience
Required Skills
Excellent verbal and written communication skills including ability to effectively communicate with internal and external customers
Ability to perform the essential job functions including meeting qualitative and/or quantitative productivity standards safely and successfully
Regular and punctual attendance
Mustbe able to talk listen and speak clearly on the telephone
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
As a pioneer in the pest control industry, Corky's has been providing exceptional pest control services in San Diego, and other parts of Southern California, for more than 50 years.
