Customer Service Manager - Remote - West Region

Overview

Customer Service Manager at Summit School Services will oversee the Customer Service team to ensure the highest level of customer service. This role requires a customer focus, problem-solving abilities, leadership, and personnel management skills.

Responsibilities

• Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
• Conduct ongoing customer needs analysis, and research of customer requirements
• Define and communicate customer service standards
• Develop and implement customer service policies and procedures
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
• Assist in customer problem escalation, providing critical overview perspective
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs, trends etc.
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Cook up and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager

Requirements

• In-depth knowledge of customer service principles and practices
• Organizational skills for planning, decision-making and executing with excellence
• Skilled in developing standards and process improvement
• Excellent verbal/written competencies and overall communication effectiveness
• Strong interpersonal skills with the ability to lead and work within a team structure
• Ability to learn and build upon industry specific information for future professional growth
• Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus
• Transportation Industry experience a plus
• Relevant BS/BA degree preferred

Benefits

• Medical, dental, vision, basic life insurance coverage
• Holiday pay
• PTO accrual
• Retirement savings plan

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.

Qualifications

Qualifications are not specified in the job posting.

Skills

Skills are not specified in the job posting.

Benefits

Details on benefits are not specified in the job posting.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.