Our client is looking for a customer service manager.
The Customer Service Manager is responsible for leading and overseeing the customer service team to ensure exceptional service and customer satisfaction. This role manages daily operations, develops service policies, resolves complex customer issues, and works to improve the overall customer experience. The ideal candidate is a strong leader with excellent communication skills, problem-solving ability, and a passion for delivering high-quality service. Pay is 65-75k depending on experience.
Key Responsibilities:
Manage and supervise the customer service team, including hiring, training, scheduling, and performance management.
Ensure prompt, professional, and effective resolution of customer inquiries, complaints, and issues.
Develop and implement customer service policies, procedures, and standards.
Monitor customer interactions to ensure quality service and adherence to company policies.
Track and analyze customer service metrics (response time, resolution rates, satisfaction scores) and implement improvements.
Handle escalated customer issues and provide solutions that maintain customer satisfaction and company standards.
Collaborate with other departments (sales, operations, logistics, etc.) to improve the customer experience.
Conduct regular team meetings, coaching sessions, and performance reviews.
Identify opportunities to improve processes, efficiency, and customer satisfaction.
Maintain accurate records of customer interactions and service trends.
Qualifications:
35+ years of experience in customer service, with at least 12 years in a supervisory or management role.
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Strong problem-solving and conflict-resolution abilities.
Experience with CRM systems and customer service software.
Ability to analyze data and implement service improvements.