Overview

Supervises, leads, and mentors a team of customer service representatives and ensures the delivery of the best quality service experience to our customers. Responsible for department service level, quality, order management, customer satisfaction, and customer retention.

Job Category: Exempt

Department: Catalog Division

Reports To: Sales & Service Manager

Hours: 8:00am – 5:30pm, additional hours as needed.

Responsibilities

• Positively and enthusiastically leads a team of customer service representatives tackling customer’s varied service requirements received through multiple channels: Web, E-Store, Email, and Phone.
• Assesses staff abilities, determines training needs, and selects appropriate training programs.
• Directly trains and mentors staff, as well as arranges training with internal and external subject matter experts, on various key topics including the following: Sonny’s Customer First Culture, Phone and Email Communication Skills, SAP Query and Processing, CRM Applications, Car Wash Operations, Product Knowledge, Service Delivery, and Call Quality.
• Cross-trains Customer Service team in the varied functions and specialties within the department to develop team skillset and build a wide bench of talent within the department.
• Conducts weekly call quality reviews to ensure customer service representatives are delivering on the high level of service quality as determined by our service commitment and values.
• Maintains the customer service scorecard program and delivers continuous feedback to customer service representatives about their performance with the chief aim of enabling their success, developing their individual skillsets, improving their customer interactions, and ensuring appropriate sensitivity to our customers’ needs and requirements.
• Monitors and is responsible for department meeting service level for various key performance indicators including Abandonment Rate, TTA, Hold Times, Etc.; During periods of high volume proactively logs into queues (phone, web, e-store, and email) and handles customer requests.
• Leads the continuous improvement process in the department with the chief goal of optimizing call handling, quality, order processing, and process performance that delivers a better-quality result for our customers and the company.
• Handles complex and escalated customer service issues in collaboration with teammates, peers, and management.
• Oversees the warranty and returns process and ensures that return authorizations, communication, follow-up, and final processing are carried out in a timely manner as per departmental guidelines.
• Responsible for assuring high department morale through close interaction with team, scheduling of events, holding effective meetings, and leading by example.
• Accountable to adhering to budget limitations and holding staff accountable to same.
• Responsible for department scheduling, phone queue management, vacation schedules, shared email queues/boxes, etc.
• Other duties as assigned.

Qualifications

Working Conditions: Majority will be an inside office environment.

Physical Demands: Regularly required to stand or sit, and move about the facility.

Education & Experience:

• Bachelor’s Degree or Equivalent Education\Experience Required
• Experience in B2B organizations; Car Wash Industry Experience a Major Plus
• 5 Years of Management\Supervisory Experience or 10 Years in a Specialist Role and Firmly Ready to Take the Next Step
• Strong Selling and Service Orientation; Formally Trained or Significant Direct Experience in a Sales or Service Role
• Excellent Written and Verbal Communication Skills
• Prior Experience in a Manufacturing and\or Distribution Environment
• Prior ERP and CRM Experience a Major Plus
• Strong PC Skills – Microsoft Office Suite (Excel, Word, PowerPoint, etc.)

Affirmative Action / Equal Opportunity EmployerM/F/D/VDRUG FREE WORKPLACE