Customer Service Manager

Duties and Responsibilities

• Ensures the store meets its monthly goals.
• Manages local store marketing.
• Provides necessary training to store sales staff.
• Develops positive customer relationships.
• Makes the most effective use of the store displays.
• Maintains the ability to explain product features and benefits.
• Responsible for calculating discounts and any promotions as applicable to the rental agreement or sale.
• Maintains the customer's files and ensures they are setup and maintained properly.
• Qualifies customers for the product.
• Affords assistance with managing the store's customer accounts.
• Performs regular sales calls.
• Seeks and maintains knowledge of current products, pricing, sales, promotion, policies, and procedures.
• Affords assistance with ordering products, creating purchase orders, and receiving products into the POS system.
• Affords assistance with creating and verifying rental agreements and educating customers on their agreement.
• Affords assistance with training and developing the stores delivery and installation specialists.
• Affords assistance with managing store inventory.
• Affords assistance with refurbishing store merchandise.
• Completes any other tasks assigned at the discretion of management.

Supervisory Responsibilities

• Interviews, hires, and trains employees.
• Plans, assigns, and directs work.
• Applies performance appraisals.
• Reward and discipline employees.
• Addresses complaints and resolves problems.

Language Ability

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

Math Ability

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

• To perform this job successfully, an individual should have knowledge of Ideal and PawnMaster.

Certificates and Licenses

• Valid driver's license

Knowledge, Skills and Other Abilities

• Communication skills
• Customer relationship skills
• Detail oriented
• Problem solving skills
• Organizational skills
• Ability to work and perform well in a fast-paced environment
• Ability to lift and move furniture and merchandise with the proper equipment and assistance

Physical Demands

• The employee must frequently lift and/or move up to 75 pounds.