customer service manager

American Airlines

<div><div><div><h2 class="jobSectionHeader"><b>Intro</b></h2></div><div><p>
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Why you'll love this job</b></h2></div><div><ul><li>
This job is a member of the Hubs &amp; Gateways or Stations Team within the Customer Experience Division.</li><li><p>
Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.</p></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll do</b></h2></div><div><ul><li>
Drives operational excellence</li><li>
Creates an environment that cares for our frontline team members and celebrates the team successes</li><li>
Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies</li><li>
Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service</li><li>
Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors</li><li>
Promotes an environment of mutual respect and trust between frontline team members</li><li>
Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity</li><li>
Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance</li><li>
Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels</li><li>
Ability to work extra hours when there are operational needs</li><li>
Ability to work rotating shifts including weekends, holidays and days-off</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
All you'll need for success</b></h2></div><div><p><b>
Minimum Qualifications- Education &amp; Prior Job Experience</b></p><ul><li>
High School diploma or GED equivalency</li></ul><p><b>
Preferred Qualifications- Education &amp; Prior Job Experience</b></p><ul><li>
Previous airport customer service experience</li><li>
2 years experience leading others</li><li>
Knowledge of company policies and procedures and functional automation applications</li></ul><p><b>
Skills, Licenses &amp; Certifications</b></p><ul><li>
Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment</li><li>
Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate</li><li>
Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems</li><li>
Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.</li><li>
Strong decision making skills</li><li>
Ability to work independently as well as collaboratively</li><li>
Ability to work under demanding operational conditions</li><li>
Ability to prioritize and execute with a sense of urgency and preciseness</li><li>
Ability to use sound business judgment to resolve issues with internal and external customers</li><li>
Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation</li><li>
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.</li><li>
Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.</li><li>
Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
</li><li>Applicable valid driver&rsquo;s license as required by local authorities, if applicable</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll get</b></h2></div><div><p>
Feel free to take advantage of all that American Airlines has to offer:</p><ul><li>
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.</li><li>
Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.</li><li>
Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.</li><li>
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.</li><li>
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Feel free to be yourself at American</b></h2></div><div><p>
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.<br>
<br>
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.</p><p></p><p><b><i><br>
The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate.</i></b></p></div></div></div>

Customer Service Manager, Airport Customer Experience

All Ways Caring HomeCare

<div>Our Company:
<div>
All Ways Caring HomeCare</div><div></div>
Overview:
<div>
The Customer Service Manager/HR Designee (CSM/HR) is responsible for coordinating quality care and customer service to our valued clients by assigning them with the appropriate staff, scheduling client services, identifying problem situations, and problem solving to strive for optimal outcomes. The CSM/HR will also provide support to the local branch in various aspects of employee recruitment, screening, hiring, record keeping and compliance. Performing a variety of administrative duties in support of human resources (HR) efforts, to include but not limited to: recruiting, hiring, onboarding, training and HR file compliance.</div><div></div><ul><li><br>
Please note this role is Bilingual Preffered: English/Spanish</li></ul>
External Job Description:
<ul><li>Understands and ensures adherence to the agreed plan of care for each client in your caseload</li><li>
Facilitates communication and serving as a liason between the client&rsquo;s circle of care which may include family members, assigned Power of Attorney/spokesperson, guardians, community partners and related agencies</li><li>
Monitors and escalates changes in client&rsquo;s plan of care, services or condition</li><li>
Ensures proper documentation and record-keeping for agency payers</li><li>
Coordinates schedules to ensure adequate staffing and processing of completed visits for billing and payment</li><li>
Provides consultation and training as needed to Direct Care Staff (Caregivers) to ensure quality care and service
</li><li>Provides HR support in the areas of employee recruitment, hiring, performance, retention, and compliance</li><li>
Processes and reviews employment applications in the ATS to evaluate qualifications or eligibility of applicants within the timeline identified</li><li>
Coordinates or supports new hire on-boarding as well as employee exit meetings</li><li>
Assists with data management and file maintenance to include day to day data entry and employee data maintenance in the HRIS</li><li>
Coordinates Personnel Action Forms (PAF) for assigned service site(s)</li><li>
Ensures compliance with federal, state, and local employment laws and regulations</li><li>
Monitors ongoing file compliance and ensuring all certifications/trainings are current and documents in the respective tracker</li><li>
Direct and participate in on call responsibilities as needed.</li><li>
Other duties as assigned</li></ul>
Qualifications:
<ul><li>High school diploma or GED; some college coursework or Associates degree preferred</li><li>
Two or more years of community service, client service or staffing experience</li><li>
Two or more years of general office and computer experience (i.e. Microsoft O365, scheduling, HRIT)</li><li>
One to two years of Human Resources with high volume recruiting experience preferred</li><li>
One to two years in a supervisory role preferred</li><li>
Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred</li><li>
Demonstrates sound decision-making based on available information and applies appropriate judgment within the role.</li><li>
Manages and prioritizes multiple tasks and communication channels while maintaining accuracy and attention to detail.</li><li>
Communicates clearly and professionally in both oral and written formats.</li><li>
Collaborates effectively with employees and individuals across all departments and levels; builds positive working relationships while maintaining a flexible leadership and communication style as needed.</li><li>
Adapts to changing priorities, processes, or environments and learns new tasks as needed.</li><li>
Works effectively with minimal supervision and takes ownership of assigned responsibilities.</li><li>
Maintains professional conduct during routine and challenging interactions.</li><li>
Performs well in high-pressure situations and environments and manages reports appropriately and effectively in such situations and environments.</li><li>
Responds constructively to conflict, customer concerns, or high-pressure interactions using appropriate job-specific techniques.</li><li>
Minimal travel may be required</li></ul>
About our Line of Business:
<div>
All Ways Caring HomeCare delivers quality, compassionate, and individualized care and support that helps people in need of assistance stay at home &ndash; all while maximizing their dignity, privacy, and independence. Whether recovering from illness, injury, or surgery, living with a chronic disability, or dealing with the natural process of aging, services are tailored to meet the individual needs of people of all ages, physical conditions, and cognitive abilities. All Ways Caring HomeCare services include personal care and homemaking programs, professional nursing, older adult care management, Alzheimer&rsquo;s/dementia care, respite care, and other programs. For more information, please visit www.allwayscaring.com. Follow us on Facebook and LinkedIn.</div>
Salary Range: USD $25.00 / Hour</div>

Customer Service Manager/HR Recruitment Coordinator

Honeybee Health

<p><b>This position is available to candidates located in: California, Colorado, Florida, Oregon, Rhode Island, Vermont, Virginia, or Washington ONLY</b></p><p><b>About the Role</b><br/>We're looking for a Customer Service Manager to lead our remote support team and help us build a best-in-class patient experience. You'll own day-to-day operations, develop our performance metrics framework, and coach a team of representatives and supervisors to deliver exceptional care at scale.</p><p><b>What We're Looking For</b></p><p>We hire people who reflect our values:</p><ul><li>Reliable - You show up, plan ahead, and follow through.</li><li>Hardworking - You believe in the mission and know big goals take a team.</li><li>Detail-Oriented - This is pharmacy. Accuracy matters every single time.</li><li>Eager to Learn - You ask questions, share knowledge, and stay curious.</li><li>Adaptable - We're a startup. Things move fast and you move with them.</li><li>Team Player - You're here to deliver an exceptional experience for our patients and partners.</li></ul><p>Online customer service experience and weekend availability are required.</p><p><b>What You'll Do</b></p><p><i>Team Leadership</i></p><ul><li>Lead, coach, and develop a remote team of Customer Service Representatives and Supervisors</li><li>Own hiring, onboarding, and training as the team grows</li><li>Conduct regular 1:1s and performance reviews to keep the team aligned and improving</li><li>Serve as the escalation point for complex or sensitive patient issues</li><li>Foster a culture of accountability, continuous improvement, and customer-centered service</li></ul><p><i>Operations and Quality</i></p><ul><li>Oversee daily operations across phone, email, and chat to ensure consistent, high-quality interactions</li><li>Develop and refine SOPs, escalation workflows, and quality assurance processes</li><li>Monitor service levels and staffing coverage, adjusting in real time as needed* Ensure all workflows are documented and updated as changes are implemented</li></ul><p><i>Metrics and Performance</i></p><ul><li>Build and own our performance metrics framework, including KPIs for CSAT, handle time, first contact resolution, and SLA adherence</li><li>Create reporting cadences that give leadership clear visibility into team health</li><li>Use data to identify gaps, set targets, and drive continuous improvement</li></ul><p><i>Cross-Functional Partnership</i></p><ul><li>Partner with pharmacy, operations, and product teams to surface and resolve systemic issues</li><li>Translate patient feedback trends into actionable recommendations for the broader org</li><li>Champion the patient voice in internal decisions</li></ul><p><b>Qualifications</b></p><p><i>Required</i></p><ul><li>3+ years managing a customer service team, ideally in a remote environment</li><li>Track record of building or improving performance metrics programs</li><li>Experience running multi-channel support operations (phone, email, chat)</li><li>Strong data literacy with the ability to turn metrics into clear action plans</li><li>Excellent written and verbal communication skills</li><li>Comfortable in a fast-paced startup where priorities shift</li><li>Weekend availability as needed</li></ul><p><i>Preferred</i></p><ul><li>Zendesk experience (major plus) or equivalent CRM/helpdesk platform</li><li>Background in healthcare, pharmacy, or another regulated, detail-sensitive industry</li><li>Experience building a customer service function from an early-stage foundation</li></ul><p><b>Why You'll Love Working Here</b></p><ul><li>Make an Impact - Help make healthcare more accessible and affordable.</li><li>Lead Something Meaningful - Shape what best-in-class support looks like at a growing company.</li><li>Collaborative Team - Our hive is supportive, tight-knit, and values everyone's contributions.</li><li>Work Remotely - No commute. We provide all necessary equipment.</li></ul><p>We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.</p><p>Pay: $60,000.00 - $75,000.00 per year</p><p>Benefits:</p><ul><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: Remote</p>

Customer Service Team Manager

Percepta

<div><h3 class="jobSectionHeader"><b>Requisition Title</b></h3>
: Bilingual French Customer Service Case Manager (04DB8)<br>
US-FL-Melbourne<h3 class="jobSectionHeader"><b>
Description</b></h3>
<p>Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a <b>Customer Service Case Manager (Bilingual French)</b> working <b>fully remote</b> in <b>Melbourne, FL</b>, you&rsquo;ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.</p>
<p><b>What You&rsquo;ll Be Doing</b></p>
<p>As a <b>Customer Service Case Manager (Bilingual French)</b>, you'll play a key role in creating exceptional customer experiences for a globally recognized leader in high-quality automotive products and services. You'll build lasting relationships with customers and prospective buyers by taking the time to understand their needs, concerns, lifestyles, and preferences. Through active listening, expert guidance, and timely, personalized solutions, you'll help resolve issues with confidence and care. Empowered to make decisions and equipped with customer satisfaction tools, you'll have the autonomy to deliver meaningful resolutions, strengthen customer trust, and foster long-term loyalty to the brand.</p>
<p><b>During a Typical Day, You&rsquo;ll</b></p><ul>
<li>Deliver an exceptional customer experience by building trust and guiding customers through the pre-purchase journey, including vehicle information, availability, specifications, promotions, products and services, and dealer connections.</li>
<li>Serve as a knowledgeable resource for product information, sales inquiries, and service support while handling inbound calls, emails, and chats in a professional, courteous, and timely manner.</li>
<li>Actively listen to customer needs, manage interactions efficiently, and resolve inquiries and concerns using available resources, including dealerships, subject matter experts, leadership, and field service engineers.</li>
<li>Serve as a liaison between customers, dealerships, and internal support teams to ensure timely follow-up, issue resolution, and overall customer satisfaction.</li>
<li>Document customer interactions accurately, return voicemail and email messages promptly, and maintain strong organizational and written communication skills.</li>
<li>Utilize customer satisfaction tools, including financial assistance, service plans, maintenance plans, and payment solutions, to resolve customer concerns and strengthen brand loyalty.</li>
<li>Participate in business initiatives, marketing and sales projects, special events, and other activities that support departmental and organizational objectives.</li>
<li>Achieve established performance goals, provide feedback to support continuous improvement, and collaborate effectively with team members to ensure shared success.</li>
</ul><p><b>What You Bring to the Role</b></p><ul>
<li>High school diploma required; an Associate or bachelor&rsquo;s degree is preferred</li>
<li>Bilingual English and Canadian French (Fluent) &ndash; must be able to pass verbal and written assessments</li>
<li>A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales</li>
<li>Experience in a luxury field (hospitality or brand product) is a plus</li>
<li>Knowledge of the automotive industry is a plus</li>
<li>Strong verbal and written communication skills</li>
<li>Strong customer service, interpersonal, and relationship-building skills</li>
<li>Typing skills (minimum of 30 words per minute)</li>
</ul><p><b>What You Can Expect</b></p><ul>
<li>Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill</li>
<li>Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options</li>
<li>Traditional 401(k) Retirement Plan</li>
<li>Vacation/Sick Time and Paid Holidays</li>
<li>Tuition Reimbursement Training &amp; Development Programs (Percepta College)</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Discount Program</li>
<li>Award-Winning Employee Rewards &amp; Recognition Program (Perci Perks)</li>
</ul><p><b>About Percepta</b></p>
<p>Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.</p>
<p>Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:</p><ul>
<li><b>Lead with humility</b> &ndash; We listen first, lead with empathy, and stay grounded&mdash;so people and ideas have room to grow.</li>
<li><b>Service beyond self </b>&ndash; We serve others&mdash;clients, customers, and teammates&mdash;with care and integrity in every interaction.</li>
<li><b>Leave it better</b> &ndash; We take ownership and leave every process, person, and place better than we found it.</li>
<li><b>Win together</b> &ndash; We succeed as one&mdash;celebrating, supporting, and showing up for each other.</li>
<li><b>Deliver remarkable</b> &ndash; We go beyond expectations to create bold, meaningful moments that stand out.</li></ul><p>
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.</p></div>

Bilingual French Customer Service Case Manager

DSW-Designer Shoe Warehouse

<div><p><b>General Summary</b></p>
<p>
Supports and performs the following functions alongside store management: customer service, merchandising, omni activities and all inventory-related actions to drive sales and results. Partners with the management team to understand daily/weekly/monthly store priorities. Participates in and supports merchandise placement, fulfillment and store recovery. Participates in monitoring associate compliance to all company policies and procedures, adheres to Asset Protection standards and assists in assigned projects and tasks to support service levels which include opening and closing the store.</p>
<p><b>
Essential Duties and Responsibilities:
</b></p><p><b>Be empowered to meet the customer where they are and personalize their experience:</b></p>
<ul>
<li>Elevate in-store experience by modeling Customer Experience Leader (CEL) behaviors and coaching associate behaviors to achieve store goals and Key Performance Indicators (KPI). Responsible for responding to customer and associate requests or feedback with a high sense of urgency.
</li><li>Ensures customers have a positive experience by maintaining DSW store standards. Completes all tasks related to daily open/close including store cleaning, recovery and maintenance standards.
</li><li>Review and communicate action plan to ensure all tasks are completed throughout the day/week/month.</li>
</ul>
<p></p><p><b>Be committed to the customer having a consistent positive experience:</b></p>
<ul>
<li>Improve metric-based goals by reviewing, understanding and clearly communicating daily/weekly/monthly progress.
</li><li>Increase sales by leveraging inventory reports to maximize productivity and merchandise presentations on the sales floor.</li>
<li>Ensures execution of processes related to audits, donations, transfers, mismates, damages, etc.
</li><li>Work closely with the Store Manager to understand and ensure that all policy and procedures are followed.
</li></ul><p></p><p><b>Bring the power of shoes to life by leveraging in-store and digital services:</b></p>
<ul>
<li>Sets clear expectations, participates, and follows up on all inventory related activities including but not limited to freight receipt, product placement, markdowns, and mark out of stock (MOOS).
</li><li>Sets clear expectations, participates and follows up on all omni activities in store including but not limited to Charge/Send and Buy Online Pick Up In Store (BOPIS).</li>
<li>Collects and submits all supply needs to ensure successful operations in all areas of the business.
</li></ul><p></p><p><b>Be responsible to pause and the put the customer first:</b></p>
<p><b>
</b></p><ul><li>Responsible for ensuring a safe environment for both customers and associates. Ensure all equipment is in good operating condition and checked regularly by reporting issues to Store Manager.</li>
<li>Responsible for ensuring associates are equipped in successfully resolving customer concerns and aware of when to escalate to the Store Manager.</li>
<li>Support Store Manager with associate timekeeping activities to ensure all store labor deliverables are met. This includes scheduling, forecasting, payroll management, etc.</li>
<li>Support Store Manager in resolving associate relations matters. Provides feedback to the Store Manager on associate performance and communicates associate relations issues to Store Manager for follow up.
</li></ul><p><b>Bring fun and energy to everything you do:</b></p>
<ul>
<li>Recognize the store team through our company recognition tools.
</li><li>Support development of the store team through training, coaching, feedback and motivation.</li>
<li>Assists in recruiting, interviewing, and onboarding Store Associate candidates.</li>
<li>Delegate and/or perform all other associate duties within store.
</li><li>Performs other duties as assigned by the Store Manager and/or Co-Manager.
</li></ul><p></p><p><b>Required Skills:</b></p>
<ul>
<li>Excellent customer service by exhibiting professionalism, a positive mindset, and enthusiasm.</li>
<li>Ability to develop collaborative working relationships.</li>
<li>Good verbal and written communication skills.</li>
<li>Ability to move with tempo and hold team accountable to meet time bound expectations.</li>
<li>Must have availability to meet the needs of the business including nights, weekends, holidays, and shifts outside of traditional business hours.</li>
<li>Proficient in the use of technology to successfully engage in customer interactions (Register, Register Keyboard, iPhone, Calculator,).</li>
<li>Must have the ability to spend up to 100% of working time standing or walking around the store.</li>
<li>Lifting, including the ability to lift up to a maximum of 50 pounds on an occasional to frequent basis.
</li><li>Stoop, kneel, crouch or crawl on a frequent basis.</li>
</ul>
<p></p><p><b>Experience:
</b></p><ul><li>Minimum 2 years management experience.</li>
<li>Minimum high school graduate or equivalent.</li>
<li>Some college preferred.</li></ul></div>

DSW Associate Store Manager

Enumerate

<div><p>Enumerate is hiring a Relationship Manager to serve as a trusted advisor and partner for our clients. This role is responsible for managing client requests and providing timely and results-based customer service. The Relationship Manager acts as a liaison between our clients and our internal teams, including Accounts Payable, Accounts Receivable, Operations, and Support. This role is responsible for the project management of client requests to ensure transparent communication and a timely resolution.</p>
<p>
Candidates for this role must be located in the United States and able to work EST or CST time zones. This role can be hybrid or remote. If remote, this role requires travel every other month to Fort Lauderdale, Florida.</p>
<p><b>
Key Responsibilities:</b></p>
<ul>
<li>Be the voice of the customer and navigate internal processes with stakeholders from various teams.</li>
<li>Provide support to associations, granting users access to Enumerate Central and triaging issues as they arise</li>
<li>Act as a liaison between clients and internal teams, working with the client to gather the information and documentation needed by internal teams to set up bank accounts and complete reconciliations</li>
<li>Assist with challenging customer requests or issue escalations as needed.</li>
<li>Answer customer questions in a timely and accurate manner via phone or Zendesk ticketing system.</li>
<li>Assess customer needs and communicate feedback to peers and leadership</li>
<li>Collaborate with cross-functional teams to resolve customer requests in a timely and effective manner</li>
<li>Track key performance indicators related to client relationships, such as customer satisfaction, retention rates, and revenue growth</li>
<li>Maintain a strong understanding of customer needs and a commitment to delivering exceptional customer service</li>
</ul>
<p><b>Requirements:</b></p>
<ul>
<li>2+ years of experience in Customer Success or Account Management</li>
<li>Strong customer service and project management skills</li>
<li>Ability to organize a daily workload by priorities and to meet deadlines in a fast-paced quickly changing environment.</li>
<li>Prior experience using Asana or other project management tools is a plus</li>
<li>A background in accounting, bookkeeping or community association management is a plus</li></ul></div>

Relationship Manager

FNA Group

<div><p><b>SUMMARY:</b></p><p>
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers, as well as other outdoor power equipment. Our portfolio of highly regarded brands includes Simpson, Delco, and CRX. In addition, exclusive licensing partnerships with globally recognized names such as DeWalt, Stanley Black &amp; Decker, and Craftsman further enhance FNA's market presence and brand recognition.</p><p>
FNA Group is a dynamic organization experiencing exceptional growth, driven in large part by its ability to attract, develop, and retain top talent. We are seeking a Customer Service and Product Support Manager to join our team. An energetic, results-driven professional with strong multitasking and problem-solving abilities and the motivation to learn and grow in a fast-paced environment will be successful.</p><p><b><br>
Primary Purpose:</b></p><p>
The Customer Service and Product Support Manager is responsible for overseeing the order entry and sales support team, as well as all post-sale product support functions for FNA. This role manages internal customer service contact center, in addition to leading technical support, warranty, parts, and accessories teams.</p><p>
The Customer Service and Product Support Manager is accountable for analyzing and delivering summarized reporting on customer reviews, call center interactions, and warranty trends. As a critical leadership role, the Customer Service and Product Support Manager helps ensure that all FNA products and brands consistently uphold FNA's Best-in-Class reputation while meeting and exceeding customer expectations.</p><p><b><br>
Duties and Responsibilities:</b></p><ul><li>
Lead the sales support and order entry team supporting direct dealers, industrial customers, and international accounts.</li><li>
Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.</li><li>
Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.</li><li>
Direct the creation, maintenance, and ongoing updates of illustrated parts lists, including associated service parts and kits.</li><li>
Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency.</li><li>
Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.</li></ul><p><b><br>
Qualifications:</b></p><ul><li>
Minimum of five years of supervisory experience in product support.</li><li>
Strong critical thinking, decision-making, and problem-solving capabilities.</li><li>
Proven ability to manage multiple priorities effectively in a fast-paced environment.</li><li>
Experience analyzing data to drive process improvements and operational efficiencies.</li><li>
Experience in the Outdoor Power Equipment or Durable Goods industries is preferred but not required.</li></ul><p><b><br>
Education/Certification:</b></p><ul><li>
Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.</li></ul><p><b><br>
Management Responsibilities:</b></p><p>
A team of 6 to 9 direct reports.</p></div>

Customer Service and Product Support Manager

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