Customer Service Zone Manager

The Cavco Family of Companies•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 take customer calls and work to resolve customer issues and concerns related to Cavco’s warranties and commitments, and assist customers in understanding their product purchases. This role directs and coordinates subordinate customer service staff and manages workers who investigate complaints. It analyzes complaint findings and recommends appropriate responses, while ensuring settlements are handled correctly. The position also monitors work activities, schedules, budgets, employee performance, and adherence to company policy. The role may participate in hiring, training, and other personnel actions, and may authorize retention of data and preparation of documents for governmental or customer inquiries.

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 and internal 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 customer complaints, including complaints concerning rates or service.
Analyze reports of findings and recommend responses to complaints, considering their nature and complexity, requirements, and subordinate actions to ensure settlements are made correctly.
Study schedules and estimate time, cost, and labor for services or completion of job assignments.
Develop and implement methods and procedures for monitoring work activities, including expenditure records and progress reports, to inform management of current 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.
Resolve customer issues and concerns related to Cavco warranties and commitments, and assist customers in understanding their product purchases.