Job Description – Customer Service Manager
Job Title: Customer Service Manager
Location: Austin, Texas
Term: Salary
Reports to: General Manager
Qualifications
- High School Diploma or GED
- Good communication skills
- Proved ability to communicate effectively to satisfy the customers' needs
- Experience managing individuals, motivating, training and disciplining a staff
- Ability to handle multiple tasks
- Strong organizational skills and ability to handle crisis situations effectively
- Applicants must be currently authorized to work in the United States
Responsibilities
- Increase market share by motivating, training, delegating and coaching a staff of Customer Service Representatives to achieve established company goals
- Responsible for developing and managing analytics and KPI’s
- Responsible for coordinating customer service with other departments
- Identify customer needs and satisfy them profitably
- Maintain existing customer base through effective customer service skills
- Responsible for overall order entry process - review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
- Insure follow through with customer requests by customer service
- Hire, hold team accountable, training, write schedules, manage CMP process and conduct 30,60,90-day reviews
- Understand edit procedure, operate the phone system and by cross training with customer service representatives, run necessary reports as needed
- Have call lists for CSR to ensure all orders are in
Position Purpose:
- Increase market share by motivating, training, delegating and coaching a staff of Customer Service Representatives to achieve established corporate goals.
- Responsible for coordinating customer service with other departments.
Primary Responsibilities:
- Identify customer needs and satisfy them profitably.
- Maintain an existing customer base through effective customer service skills.
- Responsible for overall order entry process - review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
- Ensure follow through with customer requests by customer service.
- Hire, hold team accountable, training, write schedules, manage CMP process and conduct 30,60,90-day reviews.
- Managing analytics *Understand edit procedure, operate the phone system and by cross training with customer service representatives, run necessary reports as needed. Education:
- High School Diploma or GED Experience:
- Three (3) year experience in a customer service related position preferred or call center experience
- Produce experience preferred. Skills: • Good communication skills
- Proven ability to communicate effectively to satisfy the customers' needs.
- Experience managing individuals, motivating, training and disciplining a staff.
- Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus.
- Bilingual English/Spanish a plus
- Ability to handle multiple tasks.
- Strong organizational skills and ability to handle crisis situations effectively.
Competencies:
- Strong management skills
- Influential in up-selling and cross-selling
- Proven collaboration and teamwork skills
- Strong listening skills
- Proficient with all Microsoft Applications
Evaluation:
- Team Development 25%
- Customer Satisfaction 35%
- Agent Training 25%
- Positive Customer Reviews 15%
Job Type: Full-time
Pay: $1,000.00 per week
Shift:
Ability to Relocate:
- Austin, TX 78754: Relocate before starting work (Required)
Work Location: In person
