Job Purpose

The Customer Service Manager must be a highly motivated individual possessing excellent communication skills, with the ability to maintain customer satisfaction by defining and developing service and problem-solving information. He/she is responsible for maintaining proper staffing for their department and for coaching and developing their team to assist each team member in attaining their full potential. 

Essential Functions and Responsibilities

• Train, motivate, and manage all aspects of team performance on a day-to-day basis.

• Monitor ACD system to ensure proper staffing to offer our internal and external customers exceptional service.

• Coordinate monthly schedule for department including Saturday and night rotation schedule for Customer Service and post this schedule in the resource center.

• Assists with scheduling staff for benefit meetings. Also sets schedule for any department meetings.

• Assists with hiring and firing duties for the team members.

• Utilize Ultimate timekeeping to manage, update and correct associates time as needed.

• Monitor points levels for all team members and correct or counsel as needed.

• Manage the monthly Birthday and Anniversary cards for their team members and give those on the appropriate day.

• Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customer; personally, resolving difficult situations.

• Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation.

• Contributes to team effort by accomplishing related results as needed.

• Relays necessary information to the customer that comes from internal departments at FLS.

• Answers and returns all phone calls and messages on a consistent basis.

• Records all necessary information in Service Pro/NetSuite.

• Responds to customers on the premises when necessary.

• Responds to and distributes action request forms to and from other departments/individuals.

• Communicates information and needs to the Sales Manager or Sales Support Manager as needed.

• Generates a pick-up/work order/exchange when necessary.

• Your job assessment will heavily involve your team’s performance.

• Performs various related duties as required.

• Assists Sales Manager or his/her delegate in special projects or tasks as he/she may assign. This may include work in conjunction with or on behalf of other departments.

• Arrive punctually and consistently for work for normally scheduled eight-hour days, five days a week. Additional hours may be required as needed.

• Other duties assigned by supervisor.

• Be open to suggest any ideas for improvement.

• The job duties are not limited to the items as described above, duties can be added or

changed at any given time.

Competencies 

1.Accountability

2.Communication

3.Customer Focus

4.Integrity

5.Problem Solving

6.Teamwork

Required Education and Experience

High School Diploma or equivalent with five or more years of related experience.

Preferred Education and Experience

1.College degree preferred

2.5+ years’ experience working in Customer Service or related field.

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.