Customer Service Manager

Overview:

We are seeking a dynamic Customer Service Manager to lead our team in delivering exceptional service to our clients. The ideal candidate will possess strong leadership skills and a passion for customer satisfaction.

Responsibilities:

• Receives service requests via phone or email and obtains necessary information in order to execute a defined service and create work orders for the services.
• Executes work orders in a timely fashion and assures that each work order contains complete and accurate information to execute and bill for the service.
• Schedules service requests with necessary vendors and confirms that service has been completed.
• Communicates with customers to troubleshoot issues such as the need for equipment repairs, material that does not meet quality standards, additional service fees, etc.
• Coordinates with and support accounts payable and receivable departments to ensure all services are billed.
• Preschedules weekly service when possible and proactively contacts service locations when they are due for service and prior to holidays.
• Communicates regularly with account managers about service for assigned customers including reviewing equipment repairs and repair changes; notifies customer/account manager of any reoccurring issues and participates in solving problems.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
• This is a management position that will help to establish a full service customer service department. Additional management responsibilities are as follows:
• - Develop and implement customer service policies and procedures- Handle escalated customer inquiries and complaints in a professional manner- Train, coach, and mentor customer service representatives- Monitor team performance metrics and implement strategies for improvement- Collaborate with other departments to enhance overall customer experienceExperience:5 years of progressively complex experience in the customer service and client relationship management field. Demonstrates highly integrated knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Assists with training, works with Client Service Manager on billing issues, takes on additional responsibilities and asks for additional projects, reviews daily work order reports of others, handles escalations and knows who and when will need to know of the issues, supervises the team when needed. Is extremely reliable and accurate. Multilingual capabilities, especially in Spanish, is a plus

• - Sales experience to understand customer needs and promote products/servicesIf you are a results-driven individual with excellent communication skills and a passion for leading teams towards customer excellence, we invite you to apply for the Customer Service Manager position.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Are you able to complete Microsoft Excel Spread sheet formulas, sum totals or pivot tables?

Experience:

• Customer Relations: 5 years (Required)
• Microsoft Excel: 4 years (Required)

Ability to Commute:

• Upper Marlboro, MD 20772 (Required)

Ability to Relocate:

• Upper Marlboro, MD 20772: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $90,000