Customer Service Manager
Oldcastle BuildingEnvelope•Warrenton, MO
•Onsite
About The Position
The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, managing daily operations, resolving escalated issues and driving continuous improvement. This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.
Requirements
- 5+ years of experience in customer service, with 2+ years in leadership role
- Proficiency in CRM platforms and support software
- Experience in data analysis and performance tracking
- Ability to win respect and influence at all levels of the organization and stakeholders
Responsibilities
- Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
- Handle escalated customer complaints and complex inquiries
- Monitor KPI’s such as response time, resolution rate and customer satisfaction
- Conduct training sessions and performance evaluations
- Collaborate with various teams including sales and operations
- Prepare reports for senior leadership on service metrics and trends
Benefits
- Industry competitive benefits at the lowest cost to the employee
- PTO and holidays, including floating holidays
- A pay-for-performance culture with potential for annual raises and bonuses
- Training
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
