The Customer Service Assistant Manager will have responsibility for supervising a subset of a regional Customer Service team and will be held accountable for reinforcing our Service Excellence standards to ensure we deliver a superior customer experience.
This role will report to the Regional Customer Service Manager and assist in implementing policies and procedures to positively impact overall team efficiencies. In addition, this role will enhance the customer experience through the aligned development and implementation of organizational standards and process improvements.

The Customer Service Assistant Manager must demonstrate the ability to anticipate the customer's needs, resolve issues with urgency and consistently add value to the customer experience while aligning with Commercial goals to identify new opportunities and support revenue growth.

• Planning: responsible for collaborating with the Regional Customer Service Manager to establish team objectives and create an action-based strategy for the team to achieve desired outcomes.
• Organizational Skills: responsible for defining, setting expectations, and teaching organizational skills to team members, along with supporting and guiding process-oriented approaches to solve complex customer problems.
• Leadership: there are no shortcuts to service excellence, the Assistant CSM must take an active leadership role to ensure this is understood and will be responsible for holding each member of the team accountable to consistently strengthen the standards of service.
• Communication: responsible for effective communication, both internally and externally. The Assistant CSM must support efforts to create fewer touch points for the customer to receive information needed and increase the ability to provide consistent, clear and timely communication to resolve problems.
• Development: Responsible for assisting the Regional CSM with training, performance reviews and employee development as it relates to the team's needs and goals.
• Management of Employees: Assistant Regional CSM in overseeing the team, training, and coaching team members to increase efficiency and reach KPI's. In addition to providing encouragement, recognition, and discipline as appropriate.
• • Deliver contextual based support: responsible for team related efforts to unify and standardize customer information across all systems to create visibility and establish accessibility for customer specific data availability. The customer experience is reliant upon the Customer Service team to be agile and have the capacity to consistently access the same data, regardless of location, to resolve customer inquiries in a single interaction
• Innovate the Customer journey: responsible for supporting efforts and maintaining focus on building trust and providing value to establish long-lasting customer relationships. Examples may include: adopting new processes to adapt to customer's ever changing business requirements and promoting online tools and available technology with the customer to increase "ease" of doing business with our organization.
• Leading and promoting surveys, creating internal or customer led focus groups and benchmarking best practices.
• Support efforts in both human and automated service processes: For example, responsibilities may include creating and defining enhanced inbox manageability practices, identifying processes that can be automated and determining where auto-generated alerts will positively impact efficiency and customer satisfaction. Creating and delivering training to increase crucial Customer Service skills and encourage personal development.
• Responsible for monitoring compliance, regulations and policy within the team, ensuring that the service provided to our customers meets safety related expectations, along with any other relevant company policies or regulations.
• Responsible for supporting the Regional CSM with reporting functions and managing data specific to team goals and performance results. Responsible for ensuring an accurate record of daily Customer Service operations and key performance indicators and aligning sufficient resources to provide the service level required for success.
• Additionally, responsible for communicating and advocating these needs to the Regional CSM. Responsible for reviewing key operating controls, such as daily performance metrics and staff efficiency, on a weekly and month basis with the Regional CSM. Additionally, responsible for assisting in identifying knowledge gaps and personnel deficiencies.
• Required to travel as needed within the South Region (TN, AL, GA and FL).