Customer Service Manager
Full Time $90,000 - $110,000 / yearJob Overview
The Customer Service Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced, rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency. The Customer Service Manager is a key contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the ASC organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.
How You Will Help
Leadership:
- Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
- Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
- Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
- Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
- Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
Continuous Improvement:
- Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
- Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
- Recommend process improvements to drive efficiency and improved customer experience
Customer/Sales Support:
- Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
- Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
- Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
- Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.
- Perform other duties as assigned
What You Will Bring
- Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
- Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
- Ability to remain calm and professional under pressure while modeling such to their team members.
- Excellent leadership and interpersonal skills.
- Strong organization skills and ability to multi-task/prioritize based on urgency.
- Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
- Demonstrated ability to analyze complex situations and effectively problem-solve.
- Proven capacity to discern when confidentiality must be observed.
- Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.