Customer Service Manager

Anticimex•San Marcos, CA

30d

About The Position

The Customer Service Manager leads the customer service team, including the customer service supervisors and call center agents. This role has overall responsibility for the management, development and training of the customer service team, the creation and implementation of strategies and processes to improve the customer experience and collecting and analyzing customer feedback. Develop and execute a comprehensive customer experience strategy aligned with company goals and brand values. Manage performance team of customer service representatives Manage and monitor time and absence of team members utilizing Workday Recruit, interview, hire, and train new staff members Oversee daily workflow of the department Provide constructive and timely performance feedback and evaluations Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience Establishes performance metrics for customer service representatives Establishes service levels and requirements for the department Develops and implements methods to record, assess, and analyze customer feedback Develops and implements training and quality assurance programs for new hires and experienced employees Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention Collaborate closely with Operations, Sales, Marketing, and IT to streamline processes and eliminate customer pain points. Drafts and implements the department’s budget Conducts annual performance reviews of customer service leads and representatives Monitor agent calls and provide timely feedback accordingly Performs other duties as assigned

Requirements

High School diploma or GED required
At least 3 years of related experience
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Ability to perform the essential job functions, including meeting qualitative and/or quantitative productivity standards safely and successfully
Regular and punctual attendance
Must be able to talk, listen, and speak clearly on the telephone

Responsibilities

Leads the customer service team
Management, development and training of the customer service team
Creation and implementation of strategies and processes to improve the customer experience
Collecting and analyzing customer feedback
Develop and execute a comprehensive customer experience strategy aligned with company goals and brand values
Manage performance team of customer service representatives
Manage and monitor time and absence of team members utilizing Workday
Recruit, interview, hire, and train new staff members
Oversee daily workflow of the department
Provide constructive and timely performance feedback and evaluations
Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
Establishes performance metrics for customer service representatives
Establishes service levels and requirements for the department
Develops and implements methods to record, assess, and analyze customer feedback
Develops and implements training and quality assurance programs for new hires and experienced employees
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
Collaborate closely with Operations, Sales, Marketing, and IT to streamline processes and eliminate customer pain points
Drafts and implements the department’s budget
Conducts annual performance reviews of customer service leads and representatives
Monitor agent calls and provide timely feedback accordingly
Performs other duties as assigned