Assistant Service Manager

About This Job

The Assistant Service Manager plays a pivotal role in ensuring the seamless operation and exceptional service delivery of our team. This position supports the Service Manager in overseeing daily activities, fostering a positive work environment, and driving customer satisfaction. You act as a key leader, guiding our service professionals to meet and exceed performance goals, while upholding our commitment to quality and efficiency. This role is essential for maintaining high service standards and contributing directly to our organizational success and reputation.

Job Duties and Responsibilities

The Assistant Service Manager performs a variety of critical functions that ensure operational excellence and team effectiveness:

• Leads and mentors a team of service professionals, providing daily guidance and fostering a collaborative environment.
• Supervises staff performance, offering constructive feedback, conducting performance reviews, and identifying training needs.
• Participates in the hiring process, assists with onboarding new team members, and provides ongoing work direction.
• Ensures high standards of Customer Service by monitoring interactions, resolving complex customer inquiries, and handling escalated issues with professionalism.
• Applies strong Problem Solving skills to address operational challenges, customer complaints, and unforeseen service disruptions, implementing effective and timely solutions.
• Manages staff Scheduling to ensure optimal coverage, efficient resource allocation, and adherence to service level agreements.
• Oversees daily Operational Management, including workflow optimization, resource allocation, and adherence to company policies and procedures.
• Facilitates effective Communication Skills within the team and with other departments, ensuring clear information flow and alignment on service goals.
• Drives Customer Satisfaction initiatives by analyzing feedback, identifying areas for improvement, and implementing strategies to enhance the customer experience.
• Ensures efficient Service Delivery by monitoring key performance indicators, identifying bottlenecks, and implementing process improvements.
• Utilizes Conflict Resolution techniques to mediate disputes among staff members or to de-escalate challenging customer situations, ensuring fair and positive outcomes.
• Contributes to continuous improvement by suggesting and implementing new service protocols and operational efficiencies.

Required Qualifications

Education

• Possesses a high school diploma or equivalent.

Experience

• Holds a minimum of 3 years of experience in a customer service role.
• Includes at least 1 year of experience in a supervisory or team leadership capacity.

Knowledge/Skills

• Demonstrates strong Customer Service principles and practices.
• Exhibits excellent Team Leadership and motivational abilities.
• Possesses proven Staff Supervision capabilities, including performance management and development.
• Applies effective Conflict Resolution strategies.
• Shows strong Problem Solving and analytical skills.
• Understands principles of Operational Management.
• Communicates clearly and effectively, both verbally and in writing.
• Focuses consistently on achieving Customer Satisfaction.
• Ensures efficient Service Delivery processes.
• Manages Scheduling and resource allocation effectively.
• Proficient in using standard office software and service management systems.

Preferred Qualifications

• Holds an Associate's degree in Business Administration, Management, or a related field.
• Possesses experience in the specific industry related to our services.

Physical Requirements/Work Conditions

• Works primarily in an office or service environment.
• Routinely uses standard office equipment such as computers, phones, and photocopiers.
• Requires the ability to sit or stand for extended periods.
• Occasionally lifts up to 25 pounds.
• May involve occasional travel or extended hours based on business needs.

Conicelli provides a positive, professional work environment. Our team members enjoy many benefits including:

• Full-Time Employment
• Medical, Dental and Vision
• Vacation/Paid Time Off
• 401(k)
• Family owned and operated for over 40 years!
• We are an Equal Opportunity Employer. All applicants must be able to pass pre-employment testing including background checks and drug testing