Customer Service Manager

Are you ready to grow your career? Empire Today is looking for a Customer Service Manager to join our Customer Service Team. The Customer Service Manager will be responsible for managing the daily activities, supervising department personnel, and overseeing all aspects of customer service. Base Salary Range: $65,000 - $74,000 DOE.

We offer:

• Health benefits with quick enrollment - medical, dental, and vision.

• 401K plan with premium 4% company match.

• Paid time off & holiday pay.

• Wellness Program.

• Professional development & career advancement opportunities.

• Incentive program.

• Lots of perks!

Responsibilities:

• Supervises the daily operation of customer service personnel including hiring, discipline, coaching, training, and evaluating performance.

• Monitor the All Promoter Score (APS) metric daily to evaluate the organization's customer service ratings, trends, and customer comments to continually improve performance.

• Assign newly entered customer service requests to appropriate team members utilizing the Siebel database.

• Track and review service request reports daily to ensure on-time delivery and customer satisfaction.

• Monitor all SRs assigned to corporate POCs to ensure swift completion.

• Identify problems or concerns and expedite to appropriate manager or coordinator for resolution.

• Export data from database and input into an excel spreadsheet for assignment and prioritization.

• Address all legal and escalated customer service-related issues (Better Business Bureau, Attorney letters, etc.).

• Regular communication with customers to solve complex service-related issues over the authority level of subordinate staff members.

• Plan and disseminate daily assignments to staff employees.

• Assist in the implementation of training activities to improve Customer Service Scores.

• Compose and prepare daily, weekly, and monthly reports to be distributed to managers and team leads.

• Assist the legal department in troubleshooting customer issues that require special handling.

• Provide input and perspective on customer service legal matters and the settlement of disputes.

• Provide feedback to the company regarding service failures or customer concerns.

• Enforce performance standards to meet customer service goals of company.

• Serve as a resource to staff in resolving customer service issues.

• Represent the organization at hearings and other state agencies as needed.

• Perform other functions as necessary or as assigned.

Qualifications:

• Associate degree, Bachelor's Degree preferred.

• Minimum three (3) years customer service or call center experience or related experience and/or training or equivalent combination of education and experience.

• Proficient in MS Word, Excel, Outlook, and PowerPoint.

• Strong analytical, organizational, and problem-solving skills.

• Professional and friendly phone demeanor.

• Strong ability to effectively communicate at all levels in written, verbal, and presentation formats.

• Demonstrated skill at communicating with and problem-solving for clients with challenging service issues.

• Excellent problem-solving skills demonstrated through a sense of urgency and solid judgment and reasoning ability.

• Team player.

• Ability to perform the essential function of the position physically and mentally, with or without reasonable accommodations.

• Ability to report into work/office setting on a regular basis.

• Ability to use a keyboard to enter data (i.e., excel spreadsheets, creating presentations).

• Ability to lift and/or move up to 25 pounds (i.e., training materials, product samples, etc.)

• Ability to walk and stand while conducting information sessions and/or training for Sales Representatives

• This position spends most of the time (i.e., 60%) working on a computer and using a telephone in an office setting with moderate noise level.

Why Empire Today?

We empower our employees to strive for their unique goals. Within such an inclusive company with unlimited growth opportunities, how far you go is up to you.

We take care of our people. We start investing in you from day one. The perks and benefits we offer help you live well, both at work and at home.

We have an unmatched company culture. We've won multiple awards for employee and customer satisfaction, and we believe it all comes down to our culture of teamwork, creativity, and growth.

We're one of the nation's most recognizable brands. You'll enjoy the stability that comes with a national company and a sense of pride when you're a part of our team .

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. Base pay is one part of our total rewards package . Starting pay may vary based on a number of factors, including but not limited to position offered, location, and the individuals' knowledge, skills and ability. By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies. By pressing apply and providing your telephone number and email address, you authorize Empire Today to contact you by email or telephone at the wireless or landline phone number provided using automated phone technology and/or text messaging. Message and data charges may apply. You may revoke consent at any time.