Customer Service Manager

About the role

The Customer Service Manager oversees the performance of Customer Service Representatives, facilitates sales, quotes prices, and manages customer inquiries. They also recruit, hire, train, and manage new employees, ensuring they meet company standards.

Responsibilities

• Maintain and update the time-off schedule and all PTO requests.
• Oversee the handling of the order review, web, return review, and payment review queues.
• Print and post daily and weekly call reports, including average talk time and queue hold times.
• Facilitate monthly Customer Service meetings and monthly Team Lead meetings to increase accountability and encourage good morale on the floor.
• Monitor all queues on the Switchboard to achieve acceptable hold times.
• Facilitate the mailing of all weekly invoices and monthly statements.
• Process all credit card refunds for merchandise purchased with a credit card.
• Ensure appropriate training of all new Customer Service Representatives on SalesPad.
• Identify areas of performance needing additional training and address them.

Requirements

• A high school diploma or GED.
• A minimum of 5 years of customer service experience, with at least 2 years in a Manager or equivalent leadership role.
• Demonstrated customer service skills and focus.
• Excellent communication, organizational, and time management skills.
• Excellent interpersonal skills.
• Advanced verbal and written English language skills.
• Advanced ability with MS Office Suite products (Word, Excel, PowerPoint, and MS Outlook) and SalesPad.

Qualifications

None specified.

Skills

• Customer service skills.
• Time management skills.
• Communication skills.
• Organizational skills.
• MS Office Suite proficiency.
• SalesPad proficiency.

Benefits

• Competitive Salary Based on Experience!
• Medical, dental, vision, life insurance, disability, 401K.
• 104 hours paid time off accrual, paid holidays off.
• Employee Discount Program.
• Long-term career opportunities.

Pay

Salary based on experience.

Schedule

Full Time: Monday-Friday, 8am - 5pm OR 9am - 6pm. Guaranteed 40 hours per week, hybrid opportunities available upon completion of training, and no weekends!