Customer Service Manager - Full-time

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.

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.

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.