Customer Service Manager

EDUCATION and/or EXPERIENCE

Bachelor's degree from four-year College or university; 5+ years related experience and 5 years supervisory/management experience and/or training; or equivalent combination of education and experience.  

SKILLS

• Ability to effectively respond to and interact with all levels of organizational staff. 
• Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills.
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth oriented and time critical environment.  Ability to travel 25% of the time.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.

The Customer Service manager is responsible for motivating, supervising and supporting the customer service staff to ensure sales performance goals and objectives are met and maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees and communicates customer service performance objectives to customer service staff.
• Interfaces with other departments through written and verbal communications to resolve all customer situations.
• Manages interdepartmental administrative functions.
• Provides leadership, guidance and direction to Coaches and Quality Improvement Teams.
• Demonstrates and ensures compliance with the Customer First philosophy.
• Meets or exceeds sales performance goals.
• Provides quantitative feedback to marketing services.
• Successfully completes mandatory new hire, continuing job skill enhancement and continuing sales and marketing/service training courses.
• Communicates effectively with internal staff and external company customers.
• Engages in the typical responsibilities of a manager including planning, evaluating, controlling and tracking against goals, budget, and timetables.
• Travels, as required, to attend meetings and conduct company business.
• Other duties as required.  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position
• This position is responsible for the overall direction, coordination, and evaluation of this unit.  Also directly supervises supervisory and non-supervisory employees. 
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.