Customer Service Manager

The Armstrong Company • Lombard, IL

15h • $55,000 - $65,000 • Onsite

About The Position

The Armstrong Company is seeking a Customer Service Manager who will lead the customer service team with the goal of providing a first-class customer experience. The ideal candidate will have proven leadership experience and excellent knowledge of the latest industry trends and techniques.

Requirements

• High School/GED minimum.
• A minimum of 2 years’ experience working in a customer service leadership role.
• Excellent verbal and written communication skills.
• Excellent teamwork and interpersonal skills required.
• Highly customer service oriented.
• Ability to demonstrate initiative and work with minimum supervision.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday.
• Ability to multi-task and organize workflow to manage daily responsibilities.
• Detail-oriented with strong presentation skills.
• Excellent computer skills. Proficient in Microsoft Office (Excel, Word, Outlook).

Nice To Haves

• Associates/Bachelor's degree from four-year college or university preferred.
• Bi-lingual (Spanish) is a plus.

Responsibilities

• Manage the customer service team, installing standard processes and best practices to elevate the overall customer experience.
• Serve as escalation point for customer issues.
• Pro-actively communicate and plan with operations to provide solutions for customers.
• Manage the team to continually improve the customer experience and attain excellent overall quality scores.
• Integrate claims processing into the move process, providing a seamless transition for the customer.
• Create standardizations and processes to assure we operate efficiently, and staff appropriately year-around based upon move volume.
• Escalate customer service issues to appropriate sales or upper management as necessary.
• Design and fill seasonal staffing positions to address peak season volume.
• Act in accordance with Armstrong DNA at all times, leading by example.
• Any other duties as assigned by Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED