Customer Service Manager
Manage the personnel, functions and activities of the Customer Services Department. This includes the Call Center, Order Entry Services (including collections) and Customer Web (on-line) Orders.
Ensure effective use of department resources by promoting and demonstrating continued improvement of revenue stream, efficiency and effectiveness. Provides strategic planning for the Customer Services Department. Sets operational goals and performance objectives; monitors, coaches and develops supervisors and ensures the same for all Member personnel. Plans and implements improvements of the Member Services Department's performance for Members and coordinates with other departments or divisions within the company to achieve departmental and corporate goals. Also conducts interactions and regular communications outside for Member Services. Manages all Call Center, Field Services and Walk-In Centers support functions including budgets, training Coordinator, hiring, IT support needs and continuing process improvement. Promote the goals and objectives of the Member Services Department, the Marketing and Customer Service.
Drive continual technology improvements to provide process effeciencies and customer satifaction
MINIMUM JOB SPECIFICATION:
Four year B.S. or B.A. college degree, preferably in management, business, marketing, finance or accounting, or acceptable alternate discipline determined by hiring manager. Master's degree preferred. Requires minimum 10 years experience managing in a call center environment in addition to a minimum of 8 years in management in customer service field, both preferably with a parts or tool distributor. Experience with and use and application of call center metrics, scheduling tools, PBX ACD, IVR, Customer Information Systems and collections. Must have and demonstrate excellent interpersonal, listening, verbal, written, organization and planning skills. Requires demonstrated ability to manage, motivate, develop and coordinate the activities of others; ability to maintain confidential information
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