Benefits:
Bonus based on performance
Company car
Competitive salary
Free uniforms
Opportunity for advancement
Paid time off
Vision insurance
Customer Service Manager Job Summary
The customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule Production Technicians, resolve emergency issues, provide training for new employees, and handle service issues beyond Production Technicians capability. You will also be required to meet all customer and company expectations.
Customer Service Manager Duties and Responsibilities
Recruit, hire and train new production technicians
Generate sales from production technicians to up-sell and cross-sell
Research strategies to further improve the customer experience
Schedule calendar for production technicians
Distribute work
Develop standards and procedures
Document customer service discussions and actions
Maintain accurate records and files of documentation
Provide sales goals and encouragement to achieve goals
Manage budget and expenses
Set and maintain all customer service procedures and policies
Record, organize, and file customer interactions and profile/account changes
Provide resources for quality customer service
Implement customer service strategies to improve quality of service
Address and resolve team and customer conflicts
Anticipate and resolve customer service issues
Maintain a professional workspace and workflow
Evaluate production technicians performance
Customer Service Manager Requirements and Qualifications
Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
Able to multitask, prioritize, and manage time efficiently
Encouraging to team and staff; able to mentor and lead
Excellent verbal and written communication skills
Self-motivated and self-directed
Comfortable in both a leadership and team-player role
Creative problem solver who thrives when presented with a challenge
Focused on customer service
High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
Previous experience in customer support, client services, sales, or a related field
Excellent at communicating over the phone and handling phone systems
Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts.
Able to concentrate on multiple problems at once
Excellent time management and prioritization skills
Ability to answer phone, listen actively, relay information, and type basic information simultaneously
Customer-focused for a positive customer experience and resolution
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.