Customer services managers develop service standards, deal with customer enquiries and manage customer service teams.
Customer Service Manager Job Description Template
Our company is looking for a Customer Service Manager to join our team.
Responsibilities:
- Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time;
- Work closely with other teams to meet or exceed client campaign goals;
- Assist General Manager with member and/or operational issues;
- Perform periodic reviews of CSR skills and effectiveness and take decisive action to improve team capabilities and success;
- Other duties as assigned;
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
- Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency;
- Attend meetings (phone conference and in person) as required to help determine and achieve customer service requirements;
- Exceed target sales for the company on a consistent basis;
- Ensure all policies and procedures are followed and take corrective action for any violations;
- Manage special projects for Service that could include ERP, CRM, rollouts;
- Lead team to provide exceptional technical support to our client;
- Ensures that allpayment obligations have been satisfied before releasing goods to thecustomers;
- Ensuring our Customer Service Reps are ALWAYS providing 5-star service;
- Manage proper reporting and correspondence for “no show”, “no pay” and “high cancel” clients.
Requirements:
- Strong client-facing and communication skills;
- Must be able to meet the minimum physical demands of the position;
- Having successfully completed checker, U-scan, service booth, and bagger training;
- Skilled in the use of Microsoft Office, a CRM system and an ERP system;
- 5+ years of Customer Service in fast-paced environments;
- Past Management of Employees;
- Highly developed personal organization and time management skills;
- At least 2-3 years of college experience or proven experience in a leadership/management position;
- Enjoy working with people and have a positive and team-oriented attitude;
- Excellent speaking, writing, and organization skills;
- Make six (6) new community contacts per year;
- Must have a minimum of three (3) years’ experience in customer service environment;
- Ensure all reconciliations are completed timely and accurately each month;
- Demonstrate enthusiasm and drive while handling customer questions, complaints and inquiries;
- Promote positive customer service techniques, programs throughout the organization.