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Manager, National Account Customer Service
The Customer Service Manager will serve as a leader and role model to the department to drive superior customer service and enhance the overall Customer Experience through the analysis of customer feedback, reviewing policies and practices, and mentoring customer service personnel. This role directs, plans, and coordinates daily departmental activities, fosters a creative team environment and assists in the establishments of the departmental long-term goals and objectives. Analyzes, recommends, and implements solutions and enhancements regarding systems, productivity, and technical matters. The Customer Service Manager position requires strong management experience in resource planning, vendor management, retention and quality. Direct team leads that are responsible for the day-to-day operations of an assigned dedicated Customer Service team. Develop and recommend resource needs and operational budgets of the Customer Service organization. Ensure that departmental operating costs and profit goals are attained. Oversee the overall customer experience, including, but not limited to order & quotation accuracy, on-time product delivery, billing accuracy, and timely dispute resolution. Be responsible for managing all key business metrics that directly impact the customer experience. Create, drive, and deliver the collection of timely and accurate customer satisfaction and scorecard data to leadership. Engage with internal stakeholders to drive positive change across the organization. Areas of focus include, but are not limited to process improvements, efficiency gains / productivity, training, and resolution of systemic issues. Build a high performance team, by fostering a solid mentoring capability and facilitation of on-going coaching for continuous employee development. Develop, implement and monitor operational policies and procedures to ensure compliance. Delegate work to promote an environment that facilitates team collaboration and sharing of information and knowledge. Be responsible for organizational Performance Management activities, including goal establishment, personal accountability, and ensuring consistent evaluation of staff performance. Embrace, communicate, and lead a team towards departmental strategic / key change initiatives in a fast-paced changing work environment. Be responsible for personnel activities concerning hiring, training, and employee development. Manage a consistent level of employee performance, engagement, and empowerment. Requires Bachelor's degree. Minimum 8-10 years of Customer Service experience with experience in the DMAIC Process. REQUIRES 5+ years' progressively high-level experience managing call center or other customer-service based department. HVAC Industry Knowledge Preferred. Working SAP / CRM Knowledge Preferred. High proficiency in all Microsoft Office Products required Experience with Flash, Visio, Microsoft Office, WebEx is preferred. Ability to communicate and be the focal point for the dissemination of information from management to the team and vice versa. Excellent customer service with ability to deal with difficult/emotional customers. Ability to ensure organizations goals and values are being supported in all tasks. Ability to problem solve and resolve in a timely manner individually and in small group settings. High Quality in all aspects of work, including accuracy and thoroughness. Ability to supervise difficult or emotional customer and employee situations. Strong conflict resolutions and management skills. Consistently maintains a professional business etiquette and demeanor. Ability to adapt to manage competing demands and adapt to best fit the situation at hand. Seeks increased responsibilities, looking for and taking advantage of opportunities. Ability to make decisions by using sound judgment and ability to explain reasoning for decisions. Ability to prioritize and plan work activities and organizes/schedules other people and their tasks. Requirements