Customer Service Manager

Griffith Energy Services, Inc.
Edgewater, MD
Aug 06, 2018
Aug 20, 2018
Full Time
In this role the Customer Service Manager is expected to effectively lead their team by managing performance including, but not limited to: Setting and communicating expectations and goals, provide timely feedback, ensure and improve customer satisfaction Monitor service levels, make sure pricing/margin and retention activities are in accordance with district objectives Recruit effectively Handle escalated customer calls when needed Must work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues and assist with achieving District customer growth objectives. As a Customer Service Manager, you must be pleasant and professional with an engaging personality and possess the ability to function equally well in both a team environment and independently. You must also be highly detail-oriented and focused with a flexible and adaptable nature. It is also important that you display excellent verbal and written communication, interpersonal, and active listening skills as well as the ability to interact effectively with both customers and co-workers. Specific qualifications for the role include: Must have a minimum of five years experience working in a customer service call center environment. Requires a high school diploma or equivalent. College degree from an accredited university preferred. Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately. Ability to adjust priorities and manage time wisely in a fast-paced environment. Ability to accurately maintain and organize records and documentation. Ability to communicate in a clear, concise, understandable manner, listens attentively to others, and provides instructions to others. Ability to resolve complex/escalated issues and be high energy, self-motivated and quick thinking. Ability to take ownership of customer issues and bring them to resolution creating customer advocates. Ability to work a full-time schedule including nights, weekends, and holidays. Ability to motivate others in a fast-paced and demanding environment. Strong call center call flow management ability and experience desired. We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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