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Customer Service Manager

Ace Industrial Supply

Customer Service Manager

Burbank, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Ace Industrial Supply is a $40-million-dollar company with 300+ employees that has been steadily growing for the last five years. As a company that has been in business for over 38 years, the 2nd generation of the family business has now taken the lead with a new vision, and we are looking for an awesome Payroll Administrator to helps us achieve this new vision.

    Ace Industrial Supply is looking for a Payroll Administrator candidate with excellent interpersonal and communication skills, who knows how to effectively problem solve and possesses a solid knowledge of Microsoft Office software. This Payroll Administrator opportunity is in Burbank, California. The company is looking for a Payroll Administrator, who will perform all functions necessary for the preparation and processing of employee’s payroll. This role will be reporting to the Payroll Director for Ace Industrial Supply.

    ESSENTIAL FUNCTIONS:

    Improve customer service experience, create engaged customers and facilitate organic growth

    Take ownership of customers issues and follow problems through to resolution

    Set a clear mission and deploy strategies focused on that mission

    Develop service procedures, policies, and standards

    Keep accurate records and document customer service actions and discussions

    Analyze statistics and compile accurate reports

    Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

    Keep ahead of industry’s developments and apply best practices to areas of improvement

    Control resources and utilize assets to achieve qualitative and quantitative targets

    Adhere to and manage the approved budget

    Maintain an orderly workflow according to priorities

     

    ACCOUNTABILITIES FUNCTION: 

    Review and analyze collector portfolios, collection protocols, and department processes to recommend process improvement to the senior leadership team

    Monitor workflow of staff to confirm that the collection of all past due balances are aggressively pursued

    Research, develop and implement collection procedures that reduce the amount of delinquency in accounts

    Maintain working knowledge of current credit and collection legal requirements and protocols

    Prepare and process recommendations for employee goal setting, evaluations, and the screening of potential new hires

     

    REQUIRED:

    Minimum 3 years of experience as a Customer Service Manager, Retail Manager, or Assistant Manager

    Experience in providing customer service support

    Excellent knowledge of management methods and techniques

    Proficiency in English

    Working knowledge of customer service software, databases, and tools

    Awareness of industry’s latest technology trends and applications

    Ability to think strategically and to lead

    Strong client-facing and communication skills

    Advanced troubleshooting and multi-tasking skills

    Strong interpersonal, negotiation, mentoring, and staff development skills

    Knowledge of collection/call methodology

    Proficient with Microsoft Office applications with strong Excel skills – Pivot Tables are a must

    Knowledgeable in TCPA, FDCPA, and FCRA

     

    BENEFITS:

    Monday-Friday schedule

    Medical, Dental & Vision Insurance

     401(k) with Company Match

    Company Description

    CAREERS THAT MAKE A DIFFERENCE! There has never been a more exciting time to work for a 40-million-dollar company with 300+ employees that has been steadily growing, year over year, for the last five years. As a company who has been in business for over 35 years, the 2nd generation of the family business has now taken the lead with a new vision and we are looking for awesome team members to help us introduce new revenue streams as we grow into new markets!