Customer Service Manager

About Our Client

The CSM will be responsible for developing and implementing customer service standards, resolving escalated issues, and enhancing customer experience across all channels.

• Team Leadership:
• Hire, train, mentor, and supervise a team of customer service representatives.
• Conduct regular performance reviews, set goals, and ensure professional development of team members.
• Foster a positive, customer-focused work environment to motivate and engage the team.
• Customer Experience:
• Develop and implement customer service policies and standards to improve overall customer satisfaction.
• Resolve escalated customer issues and complaints in a timely and effective manner, maintaining professionalism and adherence to company policies.
• Collect and analyze customer feedback, identifying trends and areas for improvement.
• Operations Management:
• Monitor team metrics, ensuring that service levels, response times, and quality standards are met or exceeded.
• Implement new technologies, processes, or strategies to improve service efficiency and customer satisfaction.
• Collaborate with other departments, such as sales, marketing, and operations, to ensure seamless customer experience and alignment on customer service goals.
• Reporting & Analytics:
• Analyze customer service performance data to generate reports and insights for management.
• Identify areas for process improvements and lead initiatives to enhance the customer service function.
• Track and report key performance indicators (KPIs) related to customer service, such as response time, resolution rate, and customer satisfaction scores.

MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

• Education: Associate's or preferred, Bachelor's degree in Business Administration, Communications, or related field.
• Experience:
• Minimum of 3 years of experience in customer service, with at least 2 years in a leadership role.
• Experience in mechanical and electrical is preferred.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical abilities to interpret data and generate actionable insights.
• Proficiency with CRM software and Microsoft Office Suite.
• Ability to handle escalated situations and provide conflict resolution.

What's on Offer

Target compensation for the Customer Service Manager is $90,000 - $115,000 base salary. Compensation is commensurate with candidate's experience.