Job Description

SUMMARY:  

A Customer Service Manager ensures that the customers of Residential Design Services are satisfied. This role provides superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.

RESPONSIBILITIES: 

·           Supervise day-to-day operations in the customer service department.

·         Respond to customer service issues in a timely manner.

·         Create effective customer service procedures, policies, and standards.

·         Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

·         Implement an effective customer loyalty program.

·         Maintain accurate records and document all customer service activities and discussions.

·         Assess service statistics and prepare detailed reports on your findings.

·         Hire and train new customer service agents.

·         Manage the approved budget of the customer service department.

·         Stay informed on the latest industry techniques and methods.

REPORTS TO

• Division Manager

EDUCATION & EXPERIENCE

• Bachelor’s degree in Business Administration or relevant field.
• A minimum of 5 years’ proven experience in a customer service position.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

LANGUAGE SKILLS

·         English, Chinese a plus

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

TRAVEL REQUIREMENTS

·          Some travel may be expected for this position.

Company Description

Residential Design Services an industry leader and Intown Design partnering with builders to offer their homebuyers a brilliant interior design experience, while delivering outstanding quality, products, installations and service.