Customer Service Outbound Repairs Manager (Onsite)
About The Position
The Customer Service Outbound Repairs Manager works with customers and may serve as the face of the organization while leading a team of Customer Service Representatives (CSRs). The role has full accountability for the workforce and oversees operations for one or multiple business segments or product groups within the Service Center. The manager supervises staff who track customer order and activity data; create and maintain service notifications and schedules; perform analytics and forecasting; communicate data trends to support quality improvement; maintain data and reports to minimize risk; and carry out customer service duties. The team also supports sales with customer concerns, serves as the customer interface for product status and delivery, and documents service needs to identify patterns and maintain quality. This is an onsite, U.S.-based role in College Park, Georgia. U.S. citizenship is required to access information under the program or contract. The position does not require a security clearance.
Requirements
- University degree or equivalent experience.
- Minimum of 2 years of prior relevant experience with specialized knowledge of technical or operational practices.
- Experience with MRO or similar industry repair administration management.
- Experience with direct or indirect leadership in a previous role.
- U.S. citizenship is required.
Nice To Haves
- Subject matter expertise in repair administration management.
- SAP experience.
Responsibilities
- Lead a team of Customer Service Representatives and maintain full accountability for the workforce.
- Oversee operations for one or multiple business segments or product groups within the Service Center.
- Supervise staff tracking data related to customer orders and activities.
- Oversee creation and maintenance of service notifications and scheduling.
- Oversee data analytics and forecasting in support of business development or product management.
- Ensure data trends are communicated to customer service representatives and other divisions to support quality improvement.
- Maintain data and reports to minimize risk.
- Oversee customer service duties and provide support to the sales team regarding customer concerns.
- Serve as the customer interface for product status and delivery.
- Ensure customer service needs are documented to identify patterns and maintain quality.
Benefits
- Medical, dental, and vision insurance.
- Three weeks of vacation for newly hired employees.
- 401(k) plan with employer matching and a separate employer retirement contribution, including a Lifetime Income Strategy option.
- Tuition reimbursement program.
- Student Loan Repayment Program.
- Life insurance and disability coverage.
- Optional pet, home and auto, additional life and accident, critical illness, group legal, and identity theft protection coverage.
- Birth, adoption, and parental leave benefits.
- Fertility and family planning benefits through Ovia Health.
- Adoption assistance.
- Autism benefit.
- Employee Assistance Plan, including up to 10 free counseling sessions.
- Wellness rewards program.
- Virtual doctor visits through Doctor on Demand.
- Child and elder care services through Bright Horizons.
- Second-opinion program through Teladoc Medical Experts.
- Flexible spending accounts.
- Flexible work schedules.
- Employee Scholar Program.
- Paid time off and holidays.
- Potential annual short-term and/or long-term incentive compensation, subject to eligibility and program conditions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
