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Job Summary:
The
Customer Service Manager will be responsible for
providing strategic leadership and
direction for the delivery of services
and support to customers as well as
manage, plan, and direct the overall
service related activities for at least
one large Customer Service unit or
equivalent unit. Job
Description:
The
Customer Service Manager will perform
all or some of the following Job
description:
-
Lead
first line supervisors responsible for
managing the day-to-day operations of a
team of representatives handling
customer service inquiries and problems
via telephone or e-mail, etc.
-
Responsible for scheduling and
supervision of the check lanes, customer
service desk, cash office, snack shop,
greeters, credit card associates and PBX
operator
-
Responsible for the store's point of
sale (POS) financial management
-
When
scheduled as Manager of the Day (MOD),
responsible for the total store
operation
-
Ensure that customers are retained and
satisfied
Manage a team of coordinators to assure
that all meet productivity and quality
requirements
Measure performance of team members
against standards for the group
Implement, improve processes or
operational policies
Support sales organization with order
processing, inbound and outbound calls
Apply high level of customer service
professionalism to all team members and
work with each member to meet service
delivery standards.
Minimum Requirements / Knowledge / Skill
For Customer Service Manager Job
3-5
years of retail management
experience, preferably in a high
volume department or discount retail
environment
Excellent oral, written, and
interpersonal skills
Extensive Call Center experience
preferred in large Call Center
environment
Solid
productivity, timeliness and quality
reporting experience
Ability to manage teams with
multiple, complex functions
Demonstrated ability to manage teams
through competing priorities
Polished, strong communication and
collaboration skills
Project management skills
Results oriented, data driven
Ability to motivate and inspire
teams.
Minimum Education Requirements /
Certification / Licensure For
Customer Service Manager Job
-
Bachelor's degree in business,
marketing or related area with at
least 7 years experience.
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