BASIC FUNCTION:

Responsible for providing quality and efficient customer service to customers through assisting the client services manager with the daily management of a team of employees ensuring that all orders and reserves are placed in a timely manner, team members are adequately trained, as well as all customers responded to in a professional and timely manner.

PRINCIPLE RESPONSIBILITIES:

• Provides daily direction and communication to employees so that orders are entered and calls are answered promptly, efficiently and knowledgeable.
• Work with the client services manager to ensure employees have appropriate training and resources to perform their tasks.
• Escalate employee relation issues expressed by team members as necessary.
• Create and maintain a high-quality work environment, so team members are motivated to perform at their highest level.
• Assists with the hiring process of all Client Service Representatives.
• Holds direct reports accountable for job responsibilities, consulting with the client services manager as necessary.
• Fields incoming orders/processing when necessary.
• Runs reporting relating to open orders and reserves daily and interprets accordingly. Provides weekly recap reports to the client services manager.
• Provides constant customer and National Showroom follow-up to ensure they receive high-quality customer service.
• All other duties as assigned by client services manager.

SKILLS, KNOWLEDGE AND EXPERIENCE:

• Bachelor’s degree preferred and at least 2 years prior work experience in a similar role
• Proven leadership experience
• Ability to develop and motivate a team
• Solid communication skills, both written and verbal
• Professional verbal presentation
• Customer Service experience
• Computer literacy, including Microsoft Office Applications
• The ability to multi-task and work in a fast-paced environment

* This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.