Customer Support Manager I

Woodward, Inc.•Fort Collins, CO

2d•$61,000 - $98,000

About The Position

The Customer Service Support Manager 1 plays a key role in delivering outstanding customer support by promptly and professionally addressing inquiries across multiple communication channels. This position involves leading and supporting a team to ensure efficient resolution of customer issues, while also maintaining and updating support documentation to assist both customers and team members. Additionally, the manager monitors and analyzes performance metrics to evaluate team effectiveness and identify opportunities for improvement.

Requirements

Communication: Effectively conveys information to customers and team members to ensure clear understanding and resolution of issues.
Problem-Solving: Utilizes established procedures to address and resolve standard customer inquiries and challenges.
Technical Proficiency: Proficient in using customer support software and tools to manage interactions.
Time Management: Efficiently prioritizes and manages time to handle multiple customer requests and meet response deadlines.
Team Collaboration: Works collaboratively with team members to achieve support objectives and maintain high service standards.
Conflict Resolution: Manages and resolves customer complaints and conflicts in a professional and constructive manner.
Data Analysis: Analyzes customer feedback and support metrics to identify trends and inform service improvements.
Accountability: Takes responsibility for individual contributions and strives to meet personal and team goals.
Customer Service Orientation: Demonstrates a strong commitment to providing excellent customer service and enhancing customer satisfaction.
Organizational Skills: Maintains structured records and documentation for customer interactions to ensure efficient service delivery.
All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce.

Responsibilities

Respond to Customer Inquiries: Handles customer questions and issues through various communication channels promptly and professionally.
Manage Support Team: Guides and supports team members to ensure effective and efficient resolution of customer problems.
Maintain Support Documentation: Develops and updates knowledge base articles and support materials for both customers and team members.
Monitor Performance Metrics: Tracks and analyzes key performance indicators to assess team performance and identify improvement opportunities.
Implement Support Procedures: Adheres to and enforces standardized support processes to ensure consistent and high quality customer service.

Benefits

Estimated annual base pay: $61,000 (minimum) - $79,000 (midpoint) - $98,000(maximum)
All members included in annual cash bonus opportunity.
401(k) match (4.5%)
Annual Woodward stock contribution (5%)
Tuition reimbursement and Training/Professional Development opportunities for all members
12 paid holidays, including floating holidays.
Industry leading medical, dental, and vision Insurance upon date of hire
Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
Paid parental leave.
Adoption Assistance
Employee Assistance Program, including mental health benefits.
Member Life & AD&D / Long Term Disability / Member Optional Life
Member referral bonus
Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
Voluntary benefits, including: Home / Auto Insurance discounts
Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave