Customer Service Manager

We are offering a direct hire/permanent employment opportunity for a Customer Service Manager in Mesquite, Texas. In this role, you will be tasked with a variety of responsibilities that aim to maintain customer satisfaction and improve the efficiency of our customer service operations within the Motorsport industry.

• Manage customer inquiries and ensure their resolution in a timely and efficient manner.
• Oversee and provide approval for customer return requests, adhering to the company's policy.
• Distribute cases among team members and make informed business decisions.
• Implement and monitor customer service metrics that align with company objectives and encourage customer satisfaction.
• Regularly initiate quality assurance measures to ensure the highest level of service is consistently delivered.
• Develop and maintain effective strategies to ensure smooth communication with clients.
• Apply critical thinking skills to identify areas of improvement or concern in customer experience.
• Handle customer account monitoring and take appropriate action when necessary.
• Process customer credit applications accurately and efficiently.
• Maintain accurate customer credit records.
• Proven experience in a managerial role within a customer service environment
• Proficiency in using CRM software and NetSuite
• Demonstrable skills in answering inbound calls and handling customer complaints and account inquiries
• Capable of performing billing functions efficiently
• Experience in Quality Assurance (QA) and auditing processes
• Strong critical thinking abilities and criticality analysis skills
• Ability to oversee managerial tasks and distribution management
• Proficient in Microsoft Excel
• A track record of improving customer satisfaction metrics
• Excellent interpersonal and communication skills
• Ability to multitask, prioritize, and manage time effectively
• Demonstrated leadership skills
• Strong problem-solving capabilities
• High level of professionalism and patience when dealing with challenging situations.