62 Customer Service Manager Jobs in Ashland, VA
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GENERAL RV CENTER is Hiring a Customer Service Manager Near Ashland, VA
- Maintain the customer as the number one priority, motivating all departments (finance, sales, service, and parts) to ensure the units are ready to deliver and escalate to management when roadblocks occur.
- Act as the impartial catalyst between departments to increase a sense of urgency, communication, and a higher level of customer service standards, always acting on behalf of the customer.
- Lead, develop and mentor the Delivery Specialists providing training, ensuring a proper demo occurs, product knowledge is maintained, external work orders are paid, and any outstanding customer questions are answered before the customer leaves.
- Lead, develop and mentor the Delivery Coordinators providing training ensuring all 24-hour confirmation calls are made, CAMP is used in real-time, and any outstanding customer questions are answered before the customer leaves.
- Communicate with PDI Foreman & Service Management team to ensure units are being prepped at a minimum of 48 hours before the delivery appointment. When this does not occur, ensure the management team develops a game plan for completion.
- Verify with the Cleaning team to ensure units are cleaned and washed 24 hours before the delivery appointment and when this does not occur, ensure the service team has a game plan for completion.
- Ensure the team completes QC walking each unit before delivery, verifying each RV is prepared to General RV standards and ready for our customers to take home.
- Act as the customer's voice at all times, and if the unit is not ready for any reason, develop and oversee a plan to get it ready. Focus remaining on communicating and working with department heads; rather than completing the work themselves.
- Conduct daily meetings with the PDS's, DC's, Sales and Service Management to ensure everyone is ready for the day's deliveries.
- If barriers exist within the store, collaborate with the Corporate Delivery Process Manager to find solutions and reduce future barriers.
- Report data to Corporate management regarding failure to launch, high alert entries, and other barriers by maintaining an open line of communication for feedback, accountability, and process improvements.
- Responsible for monitoring the CAMP Delivery Board and creating a daily game plan for the upcoming deliveries to ensure DS's & DC's are prepared.
- Responsible for ensuring each unit is walked a minimum of three hours before delivery verifying it is clean and prepared to be presented to our customers.
- Shadow DS's regularly to ensure they are providing a leading industry demo experience.
- Shadow the DC's on a rotating basis to ensure customers are being treated as VIPs and are being informed every step of the way.
- Ensure the Day of Delivery SS is updated any time there is a "high alert" and provide timely analysis and troubleshooting if delivery issues arise.
- Ensure CAMP is up to date and live, allowing the Delivery Process Manager to interpret data looking for process improvement, and collaborate on implementation.
- Review the root cause of any customer experience issues identified and strategize for future success through collaboration with the Corporate Delivery Process manager.
- Responsible for setting a customer-centric culture and holding team members to those standards.
- Responsible for working with all departments and driving urgency to ensure we are doing everything possible to give the customer the best possible experience.
- Responsible for ensuring the customer is supported throughout the entire day so that all questions are answered when they leave General RV. They have points of contact, feel confident about using their hitch (if applicable) and their unit as a whole.
- Minimum of a High School Diploma is required.
- Previous customer service experience is required. Experience within a retail environment a must.
- Proven leadership experience with direct reports
- Previous sales experience is desired but not required
- Quick learner with a friendly, outgoing and goal-oriented personality.
- Ability to multitask and complete tasks in a timely and efficient manner.
- Basic computer knowledge is required.
- Excellent communication skills, both written and verbal.
PERKS
Job Summary
Full Time
Retail
05/25/2022
12/11/2022
generalrv.com
HUNTLEY, IL
200 - 500
1962
Private
JOSH COOPER
$500M - $1B
Retail
Related Companies
About General RV Center
General RV Centers offers caravan, trailers and motorhomes for rental purposes.
The following is the career advancement route for Customer Service Manager positions, which can be used as a reference in future career path planning. As a Customer Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Manager. You can explore the career advancement for a Customer Service Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
02/12/2022: Monterey, CA
Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
01/27/2022: Muskegon, MI
Customer service managers oversee teams of customer service representatives.
04/16/2022: Clarksville, TN
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
02/10/2022: Youngstown, OH
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
03/13/2022: Kennewick, WA
Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
04/16/2022: Detroit, MI
Step 3: View the best colleges and universities for Customer Service Manager.
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