Customer Service Manager leading the West Accounts Team based in Irving, TX. Responsible for team development and delivering best - in - class customer experience in a fast - paced environment.
About the role
- Customer Service Manager at ASC Engineered Solutions leading the West Accounts Team. Driving strategies for a best-in-class customer experience while managing support team performance.
Responsibilities
- Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
- Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
- Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
- Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
- Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
- Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
- Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
- Recommend process improvements to drive efficiency and improved customer experience.
- Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
- Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
- Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
- Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.
Requirements
- Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
- Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
- Ability to remain calm and professional under pressure while modeling such to their team members.
- Excellent leadership and interpersonal skills.
- Strong organization skills and ability to multi-task/prioritize based on urgency.
- Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
- Demonstrated ability to analyze complex situations and effectively problem-solve.
- Proven capacity to discern when confidentiality must be observed.
- Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.
Benefits
- The base salary range for this position is $90,000.00 - $110,000.00 USD annually
- ASC Engineered Solutions’ philosophy on compensation is based on careful consideration of additional factors such as an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.
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