Senior Manager, Customer Service

Job Description

Job Description

SUMMARY: The Senior Manager of Customer Service will play a pivotal role in shaping and executing our customer service strategies throughout Call The Car. This role will lead a team of dedicated customer service support professionals and oversee all aspects of internal and external customer support, ensuring that our customers receive outstanding service and support throughout their journey.

TYPICAL WORKING CONDITIONS: Office environment. May require light travel, evening and/or weekend work. The position may require long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

RESPONSIBILITES/DUTIES:

1. Provide strong leadership, mentorship, and direction to the call center team.

2. Build and maintain a high-performance culture within the department.

3. Recruit, train, and develop customer service staff to deliver exceptional service.

4. Develop and execute a comprehensive customer service strategy aligned with the company's goals and values.

5. Implement and maintain customer service standards, policies, and procedures.

6. Continuously monitor industry trends and customer feedback to refine and adapt the strategy.

7. Work cross-functionally with other departments to improve the overall customer experience.

8. Establish and track key performance indicators (KPIs) for the customer service department.

9. Implement training and development programs to enhance customer service skills.

10. Oversee the resolution of escalated customer issues and complaints, ensuring swift and effective resolution.

11. Solicit and analyze customer feedback to make data-driven improvements.

12. Develop and manage the customer service department's budget effectively.

13. Evaluate and implement customer service technologies and tools to enhance efficiency and effectiveness.

14. Respond to internal and external Customer Service issues in a timely manner.

15. Prepare and execute departmental budget including cost projections.

16. Organize collaborative meetings and ensure projects comply with specifications and timelines.

17. Assist with audits when needed.

18. Monthly reporting of departmental metrics.

19. Performs other duties as assigned.

PERFORMANCE REQUIREMENTS

Knowledge, Skills, and Abilities:

1. Bachelor's degree in business administration, management, or equivalent work experience

2. Leadership and Team Management: A minimum of 5-8 years of experience in leadership roles within the customer service or call center environment. Proven ability to manage and motivate teams, provide guidance to supervisors, and ensure the delivery of high-quality service.

3. Communication Skills: Strong communication skills to effectively interact with team members, upper management, and other departments, conveying strategies, addressing challenges, and presenting reports.

4. Analytical Skills: Proficiency in analyzing data, identifying trends, and using insights to make informed decisions to improve operations and the customer experience.

5. Technology Proficiency: Familiarity with call center software, CRM systems, telephony platforms, and the ability to adapt to and leverage emerging technologies to enhance service delivery. Five9 experience greatly preferred.

6. Team Development: Skilled in recruiting, training, and mentoring team members, contributing to their professional development and overall performance.

Job Type: Full-time

Salary: $84,000.00 - $138,000.00 per year

Benefits:

Dental insurance

Health insurance

Paid time off

Vision insurance

Schedule:

8 hour shift

Holidays

Monday to Friday

Overtime

Weekends as needed

Education:

Bachelor's (Required)

Experience:

Data analysis skills: 1 year (Required)

Call center management: 5 years (Required)

Work Location: In person