The Customer Service Manager is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department?s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.
Responsibilities
? Respond to customer inquiries on a regular basis
? Receive and implement customer feedback to improve the quality of service
? Supervise a team of customer service representatives
? Manage daily workflow within the department
? Manage daily progress in meeting important business metrics
? Generate detailed reports on customer interactions
? Create and track customer service goals
? Provide additional upskilling or learning opportunities for team members
? Oversee the budget for the customer service department
? Document all interactions with clients as appropriate
? Other duties as assigned
Skills and qualifications
? High School diploma or equivalent
? 5 years minimum demonstrated experience in customer service
? 3 years management experience
? Strong understanding of CRM
? Clear verbal and written communication skills
? Familiarity with management techniques
? Ability to meet and exceed customer needs
? Problem-solving skills
? Ability to successfully negotiate
? Ability to maintain customer confidentiality
? Ability to work collaboratively
Equal Employment Opportunity
Van?s Aircraft is an Equal Opportunity Employer that is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law.