Customer Service Manager

Key responsibilities

• Provide leadership and direction to the Customer Service team.
• Develop and implement strategies to improve customer satisfaction and operational efficiency.
• Monitor team performance, productivity, and adherence to schedules, ensuring timely arrivals, breaks, and departures.
• Oversee training and development of team members, ensuring all processes are executed accurately and efficiently.
• Act as a liaison between management and the Customer Service team, ensuring effective communication and support.
• Collaborate with customers, sales, and production to ensure job completion and customer satisfaction.
• Foster excellent relationships between production, sales, and customers through strong organizational habits, good judgment, and excellent communication skills.
• Provide timely resolution of escalated customer complaints, concerns, and inquiries.
• Build and maintain effective relationships and trust with customers by listening to their needs and providing solutions.
• Represent the company in all activities, including reviewing proofs with customers and notifying them of alteration charges.
• Serve as the primary contact and source of information for Sales Reps and Customers.
• Analyze performance metrics and provide feedback to improve procedures and overall customer experience.

Requirements

• 3-5 years of management experience in a customer-focused environment.
• Bachelor’s degree in business administration, Management, or a related field is preferred.
• Must have call center experience with high volume calling.
• Demonstrate excellent communication skills (written, verbal, and listening).
• Able to multi-task and perform well in a fast-paced environment (i.e., talk on the phone while navigating on the computer and taking notes).
• Operate with ownership, be a self-starter, and have strong attention to detail.
• Proficiency with Microsoft Outlook and other relevant software.
• Critical thinking and problem-solving skills.
• Ability to adapt to change in accordance with the business needs of the company.
• Flexibility to shift schedule and work overtime as needed by the business unit.
• Prioritize maintaining confidentiality and securing sensitive information.
• Bilingual (Preferred): English and Spanish.
• Effective time management and organizational skills.
• Ability to work independently and manage multiple tasks.

Physical Demands/Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position works in an office environment with low to moderate noise levels.
• Individual sits for long periods of time while operating a keyboard and communicating via telephone.
• May involve standing/walking as needed primarily on a level surface throughout the day.
• May include lifting items up to 15 pounds, on occasion.

Benefits

• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance
• Employee assistance program
• Disability insurance
• Paid holidays