What will you do?
The Dallas, TX or Raleigh, NC-based Operations Customer Service Manager is responsible for the management of our Service Planners (Dispatchers), Service Coordinators (Billers), and other Service Specialists in our US Digital Buildings Service Organization. The management of these employees includes the development, tactical management, and strategic direction of the team. This position involves working with our internal and external customers to increase the overall customer experience. The ideal candidate must possess the ability to multi-task in a fast-paced environment, excellent written and verbal skills, high attention to detail, and a strong work ethic.
- Supports and coaches operating discipline standards, consistent with business objectives, for sustainable, profitable growth through effective execution
- Management experience in leading a fast-paced team
- Working with the team, owners, and key stakeholders to design/redesign internal processes; documenting, communicating, and training the newly redesigned processes
- Establishing metrics to monitor and stabilize the new or redesigned process.
- Manage Team headcount promotion pace and quantity to align with business growth
- Implementing and identifying Team Goals
- Provides ongoing functional training, coaching, and mentoring for new and existing employees
- Verify that business processes and training documents are consistent and updated with the latest information.
- Identifying process failures and implementing process improvement measures
- Recruiting new Team Members, when required
- Handling internal customer escalations
- Analysis reporting on team initiatives
Who would be successful?
- Candidate must possess at least a Bachelor’s/College Degree in any field.
- Knowledge of principles and processes for providing customer and personal services. This includes customer-needs assessments, quality standards for services in a Digital Service business, and conducting evaluations to determine customer satisfaction.
- Professional experience in customer service
- Experience with dispatching and call centers
- Demonstrated leadership skills
- Excellent interpersonal skills
- Proven conflict management skills
- Ability to establish and maintain strong relationships with internal resources
- Experience in customer interaction and understanding of customer satisfaction
- Ability to organize and prioritize a variety of short- and long-term action items
- Strong written and oral presentation skills
- Solid understanding of Schneider Electric product line and processes
- Ability to drive results through cross-functional teams
- Excellent reporting and analytical skills
What’s in it for me?
- Career Growth and advancement opportunity
- Exceptional compensation package with bonus
- Excellent benefits including Medical, Dental, Vision, Life Insurance, PTO, 401K with 6 % match, Stock purchase option, Tuition reimbursement, Wellness Program, company discounts, and much more!
Who will you report to?
This position reports to the Director of Service Operations Excellence.
Let us learn about you! Apply today.
Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient, and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
€34bn global revenue
137 000+ employees in 100+ countries
45% of revenue from IoT
5% of revenue devoted to R&D
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Schneider Electric
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