Customer Service Manager- West

ASC Engineered Solutions•Irving, TX

6h•$90,000 - $110,000

About The Position

The Customer Service Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced, rapidly changing environment. This role will lead the West Accounts Team within Customer Service, based in Irving, TX. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency. The Customer Service Manager is a key contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the ASC organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.

Requirements

Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
Ability to remain calm and professional under pressure while modeling such to their team members.
Excellent leadership and interpersonal skills.
Strong organization skills and ability to multi-task/prioritize based on urgency.
Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
Demonstrated ability to analyze complex situations and effectively problem-solve.
Proven capacity to discern when confidentiality must be observed.
Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Responsibilities

Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
Recommend process improvements to drive efficiency and improved customer experience
Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.
Perform other duties as assigned