Customer Service Manager

About Leviton

At Leviton, we build what's next to light, power, and connect everyday spaces, from electrical to lighting, to data networks, and energy management. With over 115 years of history, Leviton develops thoughtful solutions that help make its customers' lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset. We ASK questions, EMBRACE challenges, SEEK new perspectives, and ANTICIPATE what comes next. It's about each person bringing skills and passion to a challenging and constantly changing world.

About The Role

Manages the day-to-day Customer Service and Sales Support operations with minimal supervision. Leads a staff of motivated customer service representatives and ensures that customers are retained, satisfied, and that their needs are fulfilled. May recommend changes to products or services to fulfill customer needs. This position works under minimal supervision.

Responsibilities

• Maintain a keen understanding of and contact with customers in a variety of ways. Resolve complex issues, escalated customer problems resulting in an increase in the overall level of customer service.
• Manage and develop a team of motivated customer service professionals that provides timely responses to customer questions and needs. Provide employees with training on procedures, systems and customer service-related knowledge and behaviors.
• Establish and communicate service metrics; monitor and analyze results and identify customer trends; make recommendations for improvement and implement.
• Work with other departments including Operations/Production and Sales to identify priorities and coordinate plans to correct issues and provide more timely responses.
• Prepare various reports including annual budget; forecasts; variances, and others
• Recommend and implement programs and process improvements that support the overall market and strategic plans.
  
  

Qualifications

• Ability to lead, manage, motivate, and mentor team to drive towards success and foster a culture of excellence
• Strong problem-solving skills to identify issues and develop effective solutions
• Provide excellent service to internal and external customers
• Take initiative to address potential issues or concerns before they escalate to ensure smooth operations
• Guide team members through their professional development, offer constructive feedback, assess performance, and provide continually support to help them succeed
• Assess candidates’ qualifications, their fit on the team, their ability to successfully perform in the role, and potential contributions to the organization
• Ability to affect the behaviors, attitudes, and opinions of others, which includes persuasion and inspiration of others to follow a certain direction or adopt specific behaviors, often through leadership
• Must possess superior verbal, nonverbal and written communication skills
• Ability to communicate directly with customers in a professional manner
• Ability to use this information to determine staffing levels and schedules to support high levels of service within budget constraints
  
  

Education & Experience

• Bachelor's degree (B.A) required
• Previous customer service experience required
• Minimum of five years customer service management experience required
  
  

Travel

Travel up to 10%

What We Offer

Comprehensive benefits include:

• Medical (with an HSA option), Dental, Vision and Rx coverage beginning the 1st day of the month following your start date
• 401(k) Program with employer matching contributions. Participation begins immediately upon hire; employer match begins after 1 year of service
• Life, Disability, Accident and Critical Illness insurance options
• Up to 11 paid Holidays
• Up to 18 days Paid Time Off
  
  

Other perks include Volunteer Time Off, Tuition Reimbursement, Health Advocacy Program, Bereavement Leave, and additional wellness incentive programs.

For more information about benefits, please go to: https://careers.leviton.com/benefits

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Leviton is committed to transparency and security in the recruitment process and will never ask for financial information, payment, or government identification numbers during the application process. For any questions, or to ensure the legitimacy of a job posting, visit the Leviton career site, or contact us at 631.812.6544.

The future looks brighter than ever. Join our team now!

#IND-NS, , #MON

Pay Range

($90,000 - $123,000) per year