Customer Service Manager

Real Floors•Columbia, SC

13d

About The Position

The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day-to-day activities to ensure operational excellence in all departmental processes while promoting the family-like culture of Real Floors.

Requirements

1+ year of proven management experience / can demonstrate prior team supervisory experience.
Employs an approachable "coaching" management style to lead and develop team members.
Professional, effective communication skills (verbal and written).
Experience in establishing and fostering a positive workplace culture.
Skilled in having the difficult conversations, when needed, to address performance or other issues.
A proactive, collaborative problem solver focused on finding the "win" for all stakeholders.
Proficient using technology on the job. Is able to correspond via email, perform data input, etc. Experience using Word, Excel, Google Drive and Gmail is a plus.
Strong follow-up skills, detail oriented, organized and able to multi-task effectively.

Nice To Haves

Prior flooring product and/or industry knowledge is a plus, but is not required.

Responsibilities

Oversees the day-to-day activities of the Customer Service Department
Provides constructive feedback and effectively coaches and develops direct reports.
Processes new orders via telephone, email, and our online customer portal. Effectively manages incoming calls while simultaneously working in our computer system.
Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same. Ensures that questions and complaints are addressed timely, correctly and thoroughly. Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report.
Promotes strong cross-departmental communication and collaborative problem resolution.
Reviews subcontractor work orders and ensures orders are billed accurately.
Conducts individual performance evaluations. Works with the GM and HR in hiring/terminations. Manages interpersonal conflicts as needed.
Perform all other duties assigned by management