Customer Service Manager

FERGUSON • Huntersville, NC

1d • $4,125 - $9,075 • Hybrid

About The Position

The Customer Service Manager for Amerock is responsible for managing the customer service team, technology, and processes to ensure service levels are at expectations. They work closely with their team to ensure a high quality of customer service is provided while collaborating with other departments to improve processes that enhance the customer’s experience with Amerock. This position is based out our Huntersville, NC location, and we work on a hybrid schedule of 3 days in Office (T, W, Th) and 2 days Remote (M, F).

Requirements

• prior management / leadership experience is strongly preferred
• Solid communication skills required
• Competent level of autonomy and ownership of role
• Ability to organize and prioritize work
• Experience using metrics/data to lead a team
• Prior experience of hiring and training team members
• Must possess a strong service orientation, and the desire to serve internal and external customers
• Ability to build strong interpersonal relationships, and possess outstanding communication skills (oral and written)
• Ability to quickly learn company systems and platforms
• Prior experience with cloud-based phone systems
• Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)

Responsibilities

• Manage & Drive Customer Service Metrics Above Expectations
• Coach Associates to Improve Our Customer’s Experience
• Document & Improve Customer Service Processes
• Get In the Weeds and Help Out with Customers When Needed
• Manage Daily Customer Service Operations and Staffing
• Analyze Customer Service Metrics to Drive Accountability
• Consistent Coaching with Direct Reports
• Assess and Refine the Customer Service Processes
• Hire and Train New Associates
• Implement New Technology to Improve Productivity and Customer Experience
• Back-up Customer Service Team When Necessary
• Interact with Customers and Handle Escalated Customer Requests
• Adhere to Company Compliance and Health Safety and Environment (HSE) Policies, Procedures, and Requirements

Benefits

• health, dental, vision, paid time off, life insurance and a 401(k) with a company match
• mental health coverage
• gender affirming and family building benefits
• paid parental leave
• associate discounts
• community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed