Customer Service Manager

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. 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 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 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. #J-18808-Ljbffr