Customer Service Manager
About the role
The Customer Service Manager for Amerock is responsible for managing the customer service team, technology, and processes to ensure service levels are above expectations. They collaborate with other departments to improve processes that enhance the customer’s experience with Amerock.
Responsibilities
- Manage & Drive Customer Service Metrics Above Expectations
- Coach Associates to Improve Our Customer’s Experience
- Document & Improve Customer Service Processes
- Analyze Processes to Identify Areas of Opportunity Improvement
- Collaborate with Members of Other Departments to Improve Systems and Processes
- Drive Changes that Improve the Business and Improve the Customer’s Experience
Requirements
- Vital Priorities: Manage Daily Customer Service Operations and Staffing, Analyze Customer Service Metrics to Drive Accountability, Consistent Coaching with Direct Reports, Assess and Refine the Customer Service Processes, Hire and Train New Associates, Implement New Technology to Improve Productivity and Customer Experience, Back-up Customer Service Team When Necessary, Interact with Customers and Handle Escalated Customer Requests, Adhere to Company Compliance and Health Safety and Environment (HSE) Policies, Procedures, and Requirements
Qualifications
- Prior management / leadership experience is strongly preferred
- Solid communication skills required
- Certain level of autonomy and ownership of role
- Organize and prioritize work
- Prior experience of hiring and training team members
- Must possess a strong service orientation, and the desire to serve internal and external customers
- Build strong interpersonal relationships, and possess outstanding communication skills (oral and written)
- Quickly learn company systems and platforms
- Prior experience with cloud-based phone systems
- Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)
Skills
- Strong service orientation
- Desire to serve internal and external customers
Benefits
Amerock offers a competitive benefit package that includes health, dental, vision, paid time off, life insurance, and a 401(k) with a company match. Additional enhancements include mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities, and more!
Pay
The starting wage may be higher in certain locations based on local or state wage requirements. The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(A).