The ideal candidate is responsible for leading a team of customer service representatives to provide excellent service to our customers. The manager is responsible for ensuring customer satisfaction, resolving issues, and maintaining a high level of efficiency and professionalism with the customer service department.
Responsibilities:
*Team Leadership:
- Recruit and train new customer service representatives.
- Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth.
- Establish performance benchmarks and hold team to those goals
- Create and maintain a positive and motivating work environment.
*Customer Support:
- Monitor and oversee customer interactions.
- Resolve customer conflicts and handle escalation procedures and inquires.
- Develop and implement customer service policies and procedures.
- Ensure prompt and courteous resolution of customer inquires, concerns, and complaints through various channels (phone, email, online chat and etc.)
*Performance and Process Improvements:
- Identify areas for improvements and develop training plans to enhance the team’s skill.
- Track and report key performance metrics.
- Collaborate with other departments to share customer insights and improve overall customer experience.
- Identify opportunities for process optimization, workflow efficiency, and technology enhancements to improve the customer service experience.
Qualifications:
- Bachelor’s degree or equivalent experience in business, management, or equivalent work experience.
- 5+ years’ of customer service
- Excellent written and verbal communication skills
- Strong leadership and management skills.
- Proficiency in customer service software and CRM systems (I.e. Hubspot, Sakari)
- Familiarity with data analysis and reporting for performance measurement.
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
MAK’s TIPM Rebuilders
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