Manager, Customer Service

Xylem • Yellow Springs, OH

3d • $75,000 - $100,000 • Hybrid

About The Position

The Customer Service Manager is responsible for leading the customer service team to provide outstanding service and achieve customer satisfaction goals. They develop and implement customer service policies, manage customer service operations, and ensure that customer inquiries and complaints are resolved promptly and effectively. The Manager also recruits, trains, and mentors customer service staff, analyzes customer service data, and makes strategic recommendations to improve service quality. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service management principles.
This role is hybrid (in office at least 3x per week) in our Yellow Springs, Ohio location.

Requirements

• Bachelor’s in Business, Marketing, or related field
• At least 5 years experience
• At least 2 years experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong technical skills with proficiency in sales tools and software (e.g., SalesForce, CRM systems)
• Experience in developing and implementing sales strategies and plans
• Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
• A strategic thinker with a test and learn approach to marketing efforts and process improvements.
• Allocate personnel, tools, and other resources efficiently to achieve project goals.
• Balance competing priorities and adapt as needed.
• Lead improvement projects from initiation to completion.
• Monitor progress, address challenges, and ensure timely delivery of measurable results.

Responsibilities

• Handle escalated customer complaints and issues.
• Develop and implement strategies to improve customer satisfaction.
• Monitor customer feedback and make necessary changes to processes.
• Foster positive relationships with customers and ensure their needs are met.
• Analyze current customer service processes and identify areas for improvement.
• Develop and implement new processes to enhance efficiency and effectiveness.
• Monitor and track customer service metrics and make adjustments as needed.
• Conduct regular training sessions for staff to improve customer service skills.
• Create and manage the customer service budget.
• Monitor expenses and identify areas for cost saving measures.
• Negotiate contracts with vendors and suppliers for necessary resources.
• Collaborate with other departments to ensure seamless customer service experience.
• Communicate customer feedback and concerns to relevant departments.
• Work with marketing department to develop strategies for customer retention and acquisition.
• Generate regular reports on customer service performance and present to upper management.
• Analyze data to identify trends and make recommendations for improvement.
• Utilize customer service software and tools to track and manage customer interactions.
• Ensure compliance with company policies and procedures.
• Conduct quality assurance checks on customer interactions to maintain high standards.
• Stay updated on industry regulations and make necessary adjustments to processes.
• Mentor and coach customer service staff to improve performance and career growth.
• Identify training needs and develop training programs to enhance skills and knowledge.
• Stay updated on customer service best practices and incorporate into training programs.
• Lead and manage a team, providing guidance, feedback, and support.
• Set goals and KPIs for team members and monitor performance.
• Foster a positive and collaborative work environment.
• Develop and implement training programs to keep team members updated on trends and strategies.
• Assess complex situations, consider long-term implications, and make decisions that align with the organization’s vision and goals.
• Communicate vision, expectations, and feedback in a way that motivates and engages team members.
• Invest in the development of their team members, including mentoring and providing opportunities for professional growth.

Benefits

• Medical, Dental, Vision plans
• 401(k) with company contribution
• Paid time off
• Paid parental leave
• Tuition reimbursement
• Paid parental leave, maternity support, and fertility benefits
• Flexibility and hybrid work options
• Health, dental, and vision insurance from day one
• Emotional health and wellness programs
• Volunteer program (Watermark)
• Paid time off (PTO)/Flexible time off (FTO)
• Paid holidays
• Career development, advancement, tuition reimbursement, and student loan forgiveness
• Generous retirement savings plan with company contribution
• Employee recognition and discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager