Customer Service and Sales Manager

Employer
British Swim School
Location
Gaithersburg, MD
Posted
Oct 13, 2017
Closes
Oct 16, 2017
Industry
Other
Hours
Full Time
Title: Customer Service Manager Report to: CEO Status: Full-time Location: Gaithersburg MD As a British Swim School Central MarylandA cents € (TM) s Customer Service Manager, you are responsible for the overall administration of the Customer Service team, including training, development, and coaching. Your goal is to ensure that the company maintains a positive image within our community. Duties and Responsibilities: Lead the training of Customer Service Associates in regards to Customer Service and Engagement Manage the quality control of customer service related issues Represent the franchise at any ManagerA cents € (TM) s meetings with corporate offices and apply any updates and training internally Provide guidance and resolution for all unusual/difficult customer service matters Conduct regular review sessions, and when unique problems occur to determine preventable measures for the future Manage weekly staff meetings, general training, and company update sessions to ensure the business is aware of all priorities and stays on target Provide appropriate discipline and corrective action to under-performing staff members Complete any other task assigned by the franchise owner or any task necessary for the growth and development of the franchise Train and develop employees in sales skills Cultivate training and selling environment Tasks: Analyze recorded calls on a weekly and monthly basis Manage the external email address Manage online chat feature Manage Customer Relationship Management tool, Jackrabbit (JR), Web Registrations Manage Jackrabbit waitlist Update email templates and drafts in JR Update and track retention in JR Update and track sources in JR Assist in tuition transactions in JR (posting tuition fees, reviewing tuitions, processing tuitions) Ensure thank you cards are completed for customers Manage monthly renewal fees in JR Knowledge, skills, and abilities: 2 years management experience 2 years sales experience BachelorA cents € (TM) s degree preferred Creative problem solver Multi-Tasking abilities, strong organizational skills Good business acumen Strong managerial and leadership skills Good communicator, team builder, and motivator Quickly adapts to change and manages multiple shifting priorities Be patient, understanding and able to quickly and effectively resolve problems Continue to discover ways to improve the quality of the franchise and look to opportunities for future growth Critical thinking Ability to work autonomously and develop practices as seen fit