Customer Service Manager

Customer Service Manager

Overview
The Customer Service Manager is responsible for providing excellent customer service to both internal and external customers and promoting this idea throughout the organization with the goal of keeping the department running in an efficient and profitable manner and increasing customer satisfaction, loyalty and retention.

Essential Duties & Responsibilities

• Sets a clear mission and deploys strategies focused towards that mission to improve the customer service experience and create engaged customers to facilitate organic and repeat growth; develops service procedures, policies and standards; adheres to and manages the approved budget.
• Manages a large volume of incoming calls.
• Responds to customer emails, chats and website responses.
• Takes/makes customer service calls alongside the team.
• Takes ownership of customers issues and follows problems through to resolution,
• Trains, motivates and assists customer service employees to provide excellent customer service.
• Emphasizes excellence and fosters teamwork.
• Confident and competent at troubleshooting and resolving customer issues.
• Develops and implements policies, procedures and processes to effectively and efficiently manages the department to meet customer expectations, achieves the business goals and objectives, including, but not limited to safety, quality, productivity, employee relations, etc. and ensures company and customer interests are mutually protected;
• Provides leadership and supervision to employees in the department;
• Coordinates proper manpower planning to ensure adequate coverage, tracks attendance, verifies timecards and submits payroll information;
• Coaches and develops employees, evaluates work performance and behavior to the established business plans, objectives and leadership competencies.
• Establishes and implements training plans to ensure employees have the knowledge, skills, and abilities to perform at optimum level to achieve business goals and objectives;
• Mentors and coaches team members, assists in creating professional and technical growth goals for each team member.
• Identifies future leaders within the department and supports their leadership development;
• Participates with the Human Resources Department in the process of developing a strong organizational culture (OC) that drives employee engagement to achieve results,
• Participates in the evaluation process to provide on-going feedback for employees; recruits, mentors and develops customer service agents and nurtures an environment where they can excel through encouragement and empowerment.
• Opens customer accounts, sets up customer returns;
• Keeps accurate records and documents customer service actions and discussions;
• Analyzes statistics and compiles accurate reports.
• Other duties as assigned. Works evenings and weekends when required or necessary.

Minimum Qualifications

Education: BS degree in Business Administration, business management or another related field preferred.

Experience: 3-5 years' proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager with demonstrated ability to provide effective customer support required. Must also have a working knowledge of customer service software, databases and tools.

Functional Competencies: Business Acumen, Critical & Strategic Thinking, Multi-tasking, Follow-up, Verbal and Written Communication Skills, Leadership, Motivating Others, Organization, Prioritization, Listening, Problem Solving, Emotional Intelligence, Troubleshooting, Team Building, Managerial Courage.

• Pay rate: $65,000 - $72,000 annually

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience:

• firearms: 3 years (Required)

Work Location: In person