Customer Service Manager

• Manages a team of assigned customer service employees and ensures compliance with company guidelines, goals, and objectives.
• Monitors calls and other correspondence between representatives and customers to ensure a consistent customer experience.
• Ensures that representatives are informed of changes to company products and services.
• Develops and manages a system to collect and report data on customer complaints and inquiries.
• Prepares knowledge-based documents, such as responses to frequently asked questions.
• Identifies opportunities to update or improve internal procedures and makes recommendations to the Inside Sales Manager.
• Communicates regularly with the Inside Sales Manager to set and implement goals.
• Communicates effectively with customers and resolves concerns regarding product installation, usage, maintenance, warranty, etc.
• Supports continuous internal improvement of products and services with a focus on end-user impact.
• Manages time and resources to maximize efficiency and profitability for the company.
• Promotes a company culture that encourages top performance and high morale.
• Backfills customer service duties as needed to ensure departmental consistency.

Supervisory Responsibilities: