Assistant Customer Solutions Manager

Kubota • Grapevine, TX

1d

About The Position

Assists the Customer Solution Manager in the day to day management of the representatives to coordinate all customer relation issues company wide and determine the best course of resolution that will maximize customer loyalty and retention.

Requirements

• Bachelor’s degree in Business related field required.
• At least 5 years of call center experience.
• Good customer relation skills, including ability to manage difficult customer situations.
• Effective project management skills.
• Ability to respond well under pressure.
• Good judgment/problem solving skills.
• Excellent oral and written communication skills, including the ability to present information effectively to all levels of the organization.
• Strong leadership qualities, with a good mix in delegating and controlling.
• Strategically minded, well organized and disciplined with ability to multi-task.
• Must be able to meet deadlines and handle a high-volume workload in a fast-paced environment and with strong attention to detail.
• Tested problem solver and solid corporate communicator.

Nice To Haves

• Experience managing operations with greater than (5) staff members preferred.
• Capability to coach and motivate direct reports preferred.

Responsibilities

• Manage day to day tasks of incoming call center operations and representatives.
• Implements and adheres to call center policies and procedures.
• Manages and monitors quotas for service volume and timelines.
• Provide timely and accurate voice, email and written correspondence to internal and external customers for the specific purpose of customer satisfaction and retention.
• Assists manager with companywide Customer Contact Database to assure customer concerns and comments are effectively identified, assessed, negotiated and appropriate action taken.
• Oversee Kubota's Customer Loyalty Connection (Customer Survey Process), interpret and report results and trends to upper management.
• Assist Legal Department with documentation and advice when dealing with customer concerns.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Lead training requirement for call center.
• Active participation in scheduling and confirming work activities.
• Deliver a Customer Support Experience based on the pillar of KUBOTA Service.
• Additional duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager