The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring exceptional customer experiences and operational efficiency. In this role, you will lead, mentor, and direct a team of customer service representatives, playing a pivotal part in the success of the Atlanta office. Your advanced technology skills will be leveraged to streamline processes, implement improvements, and maintain high service standards. This position is crucial in fostering a positive customer experience, driving team productivity, and supporting both company-wide and Atlanta office strategic objectives. This dynamic role combines leadership, strategic planning, and process optimization, ensuring the department delivers outstanding service that aligns with organizational goals.
Starting Pay: $85,000.00 yearly
Location: ONSITE Atlanta, GA 30319
Schedule: Monday - Friday 8:00am - 5:00pm
Customer Service Manager Responsibilities:
Team Management, Training and Quality Assurance:
Recruit, interview, hire, and train supervisory staff.
Develop and implement training programs for new hires and seasoned employees.
Oversee daily departmental workflows and assign tasks to ensure optimal productivity.
Establish quality assurance programs to maintain consistent service standards.
Establish and monitor performance metrics for customer service representatives.
Set service levels and departmental requirements to ensure high-quality service.
Provide regular performance evaluations and offer constructive feedback.
Handle disciplinary actions and employee terminations per company policies.
Follow up on incentive goals and ensure staff is consistently engaged, even during downtime.
Customer Relations, Feedback and Technology Improvements:
Act as a liaison between customer service and other departments.
Respond to customer and sales force inquiries, resolving complaints and filing claims with carriers as needed.
Maintain customer order fulfillment documentation according to company policies.
Record, assess, and analyze customer feedback for service improvements.
Identify and recommend technology, equipment, and policy updates to improve customer satisfaction and retention.
Reporting and Data Analysis:
Sort and filter master sales data to create monthly sales reports.
Prepare and customize reports based on departmental needs.
Track and resolve errors, ensuring timely reporting and resolution.
Operational Responsibilities:
Manage ERP and sales system portals to ensure order panels function correctly.
Handle customer account setup, maintenance, and order processing (sales and samples).
Load customer, contract, or group pricing into the system.
Process returns, credits, and issue formal quotes as requested.
Documentation and File Management:
Maintain and update customer documents, including welcome letters and email templates.
Ensure licensing information is forwarded to the Quality Department.
Keep file structures organized and ensure procedures are followed.