Customer Service Assistant Manager

Job Summary

Customer Service Assistant Manager leverages strong customer service and leadership skills to oversee both Service Operations and Office of the President functions. This role ensures exceptional customer experiences during and after delivery while managing escalated issues, service execution, and continuous improvement initiatives across departments. The manager works collaboratively with internal teams to resolve issues efficiently, improve processes, and uphold company standards.

Essential Job Functions

• Oversee service technician completion and follow-up
• Ensure proactive customer communication throughout service processes
• Manage parts inventory, vendor relationships, and installation coordination
• Ensure warranty compliance and maintain relationships with warranty providers
• Address legal complaints in coordination with leadership and counsel
• Handle elevated customer issues and shareholder communications
• Maintain detailed tracking of complaints, resolutions, and trends
• Conduct root cause analysis on recurring issues and implement improvements
• Lead weekly reviews with senior leadership regarding escalations and performance
• Ensure daily communication with customers on failed deliveries or service issues
• Coordinate recovery efforts to ensure successful resolution on subsequent attempts
• Oversee return walkthroughs and readiness across departments
• Oversee data entry for detailed analysis of repetitive issues on product failures or consumer complaints
• Lead, train, and develop Customer Relations staff
• Create a positive and high-performance team environment
• Monitor KPIs such as ASA, delivery success, parts steed, and customer satisfaction
• Drive process improvements and operational efficiency
• Collaborate cross-functionally with stores, vendors, and internal departments