Customer Service Manager

SUMMARY:

The Armstrong Company is seeking a Customer Service Manager who will lead the customer service team with the goal of providing a first-class customer experience.  The ideal candidate will have proven leadership experience and excellent knowledge of the latest industry trends and techniques.

KEY RESPONSIBILITIES:

• Manage the customer service team, installing standard processes and best practices to elevate the overall customer experience.
• Serve as escalation point for customer issues.
• Pro-actively communicate and plan with operations to provide solutions for customers.
• Manage the team to continually improve the customer experience and attain excellent overall quality scores.
• Integrate claims processing into the move process, providing a seamless transition for the customer.
• Create standardizations and processes to assure we operate efficiently, and staff appropriately year-around based upon move volume.
• Escalate customer service issues to appropriate sales or upper management as necessary.
• Design and fill seasonal staffing positions to address peak season volume.
• Act in accordance with Armstrong DNA at all times, leading by example.
• Any other duties as assigned by Manager.

MINIMUM QUALIFICATIONS: 

• High School/GED minimum. Associates/Bachelor's degree from four-year college or university preferred.
• A minimum of 2 years’ experience working in a customer service leadership role.
• Excellent verbal and written communication skills.
• Excellent teamwork and interpersonal skills required.
• Highly customer service oriented.
• Ability to demonstrate initiative and work with minimum supervision.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday.
• Ability to multi-task and organize workflow to manage daily responsibilities.
• Detail-oriented with strong presentation skills.
• Excellent computer skills. Proficient in Microsoft Office (Excel, Word, Outlook).
• Bi-lingual (Spanish) is a plus.

PHYSICAL REQUIREMENTS:

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.

• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• This position requires the ability to occasionally lift office products and supplies, up to 10 pounds.
• Ability to sit for long periods; stand and walk frequently; and bend, stoop, and reach occasionally.

ANNUAL SALARY RANGE:

• $55,000 to $65,0000