Customer Service Zone Manager

Palm Harbor Homes•Austin, TX

About The Position

The production service team ensures customer issues are addressed to the customer’s satisfaction in a timely manner and in accordance with Cavco warranties and commitments. Ongoing customer loyalty and brand support are key drivers of the team’s success. Customer service managers handle customer calls and work to resolve issues and concerns related to Cavco warranties and commitments. They help customers understand their product purchases and direct and coordinate customer service staff. The role works independently on specific, sometimes complex, service processes, with ongoing quality review and coaching as needed.

Requirements

Experience managing a team of sales representatives.
Ability to anticipate and solve practical problems or resolve issues.
5–8 years of related experience with progressive managerial responsibilities.
Demonstrated in-depth customer service history.
Effective oral and written communication with co-management, internal customers, and external customers.
Ability to work in a fast-paced environment.
Attention to detail.

Responsibilities

Direct and coordinate subordinate customer service staff in connection with products or services offered.
Manage workers who investigate complaints, including complaints concerning rates or service.
Analyze findings and recommend responses to complaints, considering their nature and complexity, requirements, and subordinates’ actions to ensure settlements are made correctly.
Study schedules and estimate the time, cost, and labor required for services or job assignments.
Develop and implement methods and procedures to monitor work activities, including records of expenditures and progress reports, and inform management of work status.
Analyze the department budget to identify needs or reductions and potentially allocate operating budget funds.
Interpret company policy for employees and enforce company policies and practices.
Potentially authorize retention of data and preparation of documents for governmental or customer inquiries.
Potentially recruit, hire, and train staff; evaluate employee performance; and initiate promotions, transfers, and disciplinary action.
Take customer calls, resolve customer issues and concerns related to company warranties and commitments, and help customers understand their product purchases.