Customer Service Manager

Leviton Bothell , WA 98021

Posted 2 months ago

Overview Manages the day-to-day Customer Service and Sales Support operations with minimal supervision. Leads a staff of motivated customer service representatives and ensures that customers are retained, satisfied, and that their needs are fulfilled.

May recommend changes to products or services to fulfill customer needs. This position works under minimal supervision Responsibilities Maintain a keen understanding of and contact with customers in a variety of ways. Resolve complex issues, escalated customer problems resulting in an increase in the overall level of customer service.

Manage and develop a team of motivated customer service professionals that provides timely responses to customer questions and needs. Provide employees with training on procedures, systems and customer service-related knowledge and behaviors. Establish and communicate service metrics; monitor and analyze results and identify customer trends; make recommendations for improvement and implement.

Work with other departments including Operations/Production and Sales to identify priorities and coordinate plans to correct issues and provide more timely responses. Prepare various reports including annual budget; forecasts; variances, and others Recommend and implement programs and process improvements that support the overall market and strategic plans. Qualifications Education & Experience:

Bachelor's degree (B.A) required Previous customer service experience required Minimum of five years customer service management experience required Skills & Abilities:

Experience managing a team Strong relationship building and conflict resolution skills Must possess superior verbal, nonverbal and written communication skills Ability to communicate directly with customers in a professional manner Ability to use this information to determine staffing levels and schedules to support high levels of service within budget constraints Working for Leviton: Paid Holidays and PTO beginning your 1st day of work Medical, Dental, Vision and Rx coverage beginning the 1st day of the month following your start date. 401(k) program with company match.

Program participation begins immediately upon hire, company match begins after 1 year of service.

Leviton is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. #MON #LI-LS1

Education & Experience:

Bachelor's degree (B.A) required Previous customer service experience required Minimum of five years customer service management experience required Skills & Abilities:

Experience managing a team Strong relationship building and conflict resolution skills Must possess superior verbal, nonverbal and written communication skills Ability to communicate directly with customers in a professional manner Ability to use this information to determine staffing levels and schedules to support high levels of service within budget constraints Working for Leviton: Paid Holidays and PTO beginning your 1st day of work Medical, Dental, Vision and Rx coverage beginning the 1st day of the month following your start date. 401(k) program with company match.

Program participation begins immediately upon hire, company match begins after 1 year of service.

Leviton is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. #MON #LI-LS1

Maintain a keen understanding of and contact with customers in a variety of ways. Resolve complex issues, escalated customer problems resulting in an increase in the overall level of customer service.

Manage and develop a team of motivated customer service professionals that provides timely responses to customer questions and needs. Provide employees with training on procedures, systems and customer service-related knowledge and behaviors. Establish and communicate service metrics; monitor and analyze results and identify customer trends; make recommendations for improvement and implement.

Work with other departments including Operations/Production and Sales to identify priorities and coordinate plans to correct issues and provide more timely responses. Prepare various reports including annual budget; forecasts; variances, and others Recommend and implement programs and process improvements that support the overall market and strategic plans.


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Leviton