Customer Service Manager

Customer Service Manager

Picture yourself here fulfilling your potential.

At SERVPRO®, you can make a positive difference in people's lives each and every day! We're seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.

Benefits:

• Bonus based on performance
• Company car
• Competitive salary
• Free uniforms
• Opportunity for advancement
• Paid time off
• Vision insurance
• 401(k) matching
• Company parties
• Dental insurance
• Health insurance
• Training & development

Customer Service Manager Job Summary

The customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule Production Technicians, resolve emergency issues, provide training for new employees, and handle service issues beyond Production Technicians capability. You will also be required to meet all customer and company expectations.

Customer Service Manager Duties and Responsibilities

• Recruit, hire and train new production technicians
• Generate sales from production technicians to up-sell and cross-sell
• Research strategies to further improve the customer experience
• Schedule calendar for production technicians
• Distribute work
• Develop standards and procedures
• Document customer service discussions and actions
• Maintain accurate records and files of documentation
• Provide sales goals and encouragement to achieve goals
• Manage budget and expenses
• Set and maintain all customer service procedures and policies
• Record, organize, and file customer interactions and profile/account changes
• Provide resources for quality customer service
• Implement customer service strategies to improve quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow
• Evaluate production technicians performance

Customer Service Manager Requirements and Qualifications

• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Able to multitask, prioritize, and manage time efficiently
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Comfortable in both a leadership and team-player role
• Creative problem solver who thrives when presented with a challenge
• Focused on customer service
• High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
• Previous experience in customer support, client services, sales, or a related field
• Excellent at communicating over the phone and handling phone systems
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts.
• Able to concentrate on multiple problems at once
• Excellent time management and prioritization skills
• Ability to answer phone, listen actively, relay information, and type basic information simultaneously
• Customer-focused for a positive customer experience and resolution

Compensation: $20.00 - $25.00 per hour