Customer Service Manager
Consumer & Customer Care
In a customer engagement setting, Customer Service Managers supervise and assist customer service representatives in the performance of their job duties, such as responding to customer inquiries and resolving issues and complaints.
collaborates and partners with other supervisors to drive
lifetime consumer brand loyalty and profitable growth through coaching,
counseling, training, motivating and recognizing teams.
DUTIES AND RESPONSIBILITIES:
Oversees the efforts of a team of consumer/customer service representatives: plans, directs, supervises and evaluates their day-to-day operations.
GENERAL (ESSENTIAL FUNCTIONS):
The CSM is responsible for the growth and development of Customer Service Representatives. This is accomplished by frequent and effective coaching, performance management, and, if necessary, corrective action.
The CSM manages a team of assigned representatives and ensures they comply with company guidelines particularly related to quality of service. They monitor and review calls or other correspondence between representatives and customers, and gather pertinent information concerning quality and performance from internal resources. Having collected suffcient data, the CSM conducts frequent coaching sessions to motivate teammates, direct them professionally, and champion performance to meet internal KPIs.
products, processes, and systems change (and are updated), the CSM ensures that
representatives are informed and coaches their adaptation to ensure smooth
transitions and proper alignements.
The CSM will collect and gather data for a variety of purposes, including resolving customer complaints and inquiries, preparing reports concerning performance and quality measures, and recognition.
we constantly strive to improve, the CSM will Identify opportunities to update
or improve customer service procedures and make recommendations to the
appropriate channel leaders in the Ownership Solutions team.
The CSM organizes and oversees the schedules and work of assigned staff.
- CSMs may participate in planning sessions for staffing and budget. They may interview and make recommendations for hiring and promotion opportunities.
- The CSM is expected to participate in continous improvement activities.
SKILL & KNOWLEDGE:
- The CSM should come into the role with experience in the customer service field. Generally, at least three years’ experience is necessary to adequately assume this role. Previous supervisory experience is preferred.
- A bachelor’s degree is required. A combination of education and experience may be presented for consideration of this requirement.
- The CSM is responsible for the growth and development of team members, department and organizational goals, and performance measures.
- They take an active approach to continuous improvement and support the work environment by promoting a positive attitude and caring demeanor. CSMs are accountable to provide a safe and healthy work environment.
- The CSM must be a positive, enthusiastic, supportive and trusted leader for a team of representatives.
- Excellent leadership and managing skills.
- Excellent verbal and written communication skills. Bilinguial a plus.
- Knowledge of customer service procedures and principles.
- Well organized with attention to detail. Good problem-solving skills.
- Ability to remain calm and collected when confronted with customer complaints and issues; demonstrating a professional and calm demeanor. Ability to multi-task.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
- Must work well with others in a team environment. Exemplifies professional courtesies and is always polite and courteous.
- Must be able to read and comprehend verbal and written instructions, part numbers, identifying data, and labels. HS diploma or GED required. Progression to this role is based on technical competence and demonstrated ability to understand the external requirements of advice and/or service provided.
- Relevant work history or demonstrated ability to perform essential functions of the job during the application process is evidence of basic competency to perform the role.