Customer Service Manager at ICX Group in Orlando, Florida

Job Description:

• Ensure exceptional service quality through all customer communications, both digital and telephonic.
• Monitor and maintain standards for responsiveness and professionalism in customer interactions.
• Document and resolve customer inquiries and complaints in a timely manner, in alignment with company policies.
• Oversee the processing and accuracy of sales agreements and customer billing.
• Work with sales administrators to address any discrepancies promptly and effectively.
• Lead recruitment, training, and development of the administrative and customer service teams.
• Foster a positive workplace culture through effective communication and team management.
• Monitor team performance and provide coaching to enhance productivity and engagement.
• Identify and implement process improvements to enhance operational efficiency.
• Ensure all processes comply with established safety and administrative standards.
• Conduct regular audits and training to ensure compliance with company policies.
• Generate and analyze accounts receivable reports to prioritize collections.
• Collaborate with branch managers to minimize overdue accounts and engage third-party collections when necessary.
• Prepare and submit accurate operational reports within designated timelines.
• Track and report on key performance indicators related to customer service and administrative functions.
• Uphold all safety procedures and ensure a safe working environment for the team.
• Engage in safety training and incident reporting as necessary.

• Bachelor's degree or substantial experience in business administration or customer service management.
• Proven leadership experience, managing teams of five or more, with expertise in hiring, training, and employee retention.
• Demonstrated experience in managing remote resources and meeting deadlines for deliverables.
• In-depth knowledge of customer service practices, accounts receivable processes, and operational execution.
• Ability to develop strategic objectives that enhance efficiency and accuracy within the team.
• Experience in training and change management.