Customer Service Manager

JOB PURPOSE

Plan, coordinate and monitor the activities of the customer service team to maintain and enhance customer relationships as well as meet organizational and operational objectives.



ESSENTIAL JOB FUNCTIONS

• This position manages Customer Service staff.


• This position also co-manages California Customer Service team in conjunction with the Operations Manager of California.


• Accomplishes customer service excellence standards by setting performance goals, developing service policies, analyzing metrics (e.g., response times), and resolving complex, escalated customer issues.


• Hires, trains, and motivates staff.


• Maintains and manages departmental workload of customer support team.


• Appraises job results by coaching, counseling and enf...