ABOUT THE ROLE
The production service team ensures customer issues are addressed to the customer's satisfaction in a timely manner in accordance with Cavco warranties and commitments. Ensuring ongoing customer loyalty and brand support is a key driver of production service team success.
Customer service managers take customer calls and work to resolve customer issues and concerns with Cavco's warranties and commitments. He/she assists customers with understanding their product purchase. Senior specialists have a mastery of skills and knowledge regarding service operations and customer support. This role works independently executing specific and at times complex process steps under continuous quality review and coaching as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Manages by directing and coordinating subordinate customer service staff in connection with any product or service offered.
- Manages workers who investigate complaints, such as those concerning rates or service.
- Analyzes reports of findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
- Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments.
- Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities.
- Analyzes department budget to identify budget needs and/or reductions, and may allocate operating budgets funds.
- Interprets company policy to employees and enforces company policy and practices.
- May authorize retention of data and preparation of documents for use during governmental or customer inquiries.
- May recruit, hire, train staff, evaluate employee performance, and initiate promotions, transfers, and disciplinary action.
MINIMUM QUALIFICATIONS
- Experience managing a team of sales representatives
- Demonstrate the ability to anticipate and solve practical problems or resolve issues
- 5 - 8 years related experience with progressive managerial responsibilities
- Demonstrated in-depth customer service history
- Effective ability to communicate orally or in written form effectively with co-management, internal, and external customers
- Ability to work in a fast pace environment
- Attention to detail