Customer Service Manager

Summary/Objective:

The position requires a business leader with commitment to customer service and the ability to grow and develop leaders and a support team. A key function of the position is to manage and retain a customer support team dedicated to building long-term value in customer partnerships.


The Customer Service Manager is a key member of the customer support leadership team responsible for enabling the customer support team to collectively and individually deliver successful business outcomes focused around productivity of resolving customer issues and providing a positive customer experience.

Essential Functions:

• Oversee day to day operations of a team of specialists for both inbound and outbound call center environment.
• Provide leadership and management to specialists; provide training and development of continuous improvement initiatives.
• Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationship, understand customer issues proactively.
• Developing customer support team through interviewing, hiring, assessing performance, coaching and giving feedback
• Provide direction and guidance to representatives and analysts to ensure adherence to company policies
• Ensuring targeted service and performance standards are achieved or exceeded.
• Identify and implement changes in method, process, systems and technologies to improve operations, efficiencies, effectiveness and metrics
• Manage customer escalations
• Work closely with managers from other departments to identify solutions for customer problems and improving processes to increase efficiency across all departments
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies:

• Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis
• Experience in leading through significant process, organizational and system changes with positive results

Supervisory Responsibility:

• Manage team of customer service specialists

Work Environment:

• Office

Physical Demands:

• Be able to lift 10 lbs.

Position Type/Expected Hours of Work:

• Full Time 40/hr

Travel:

• Not required

Required Education and Experience:

• High School Diploma or GED
• Bachelor’s degree or equivalent of experience
• 3+ years managerial or equivalent leadership experience within a software support center environment
• Experience working in a business to business environment
• Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis
• Experience in leading through significant process, organizational and system changes with positive results
• Strong written and verbal skills
• Proficient with MS Word, Excel, and Outlook
• Proficiency in English
• Bilingual preferred but not required
• Excellent communication skills
• Customer-oriented and cool-tempered

Additional Eligibility Qualifications:

• Employment is contingent upon the successful completion of background check.

Work Authorization/Security Clearance: (if applicable)

• Authorized to work in the U.S. No relocation or sponsorship required.

AAP/EEO Statement:

Corsicana Mattress Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Corsicana Mattress Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Corsicana Mattress Company expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Corsican Mattress Company employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.