Customer Service Manager in Northumberland, Pennsylvania at Strong Industries Inc

About the Role:

The Customer Service Manager will lead and oversee the daily operations of our inbound call center within Strong Spas, ensuring exceptional customer service and operational efficiency. This role is pivotal in driving customer retention and satisfaction by managing a team that assists customers with purchasing questions, technical support, and scheduling hot tub services via phone, email and chat/website. The manager will develop and implement customer service training programs to enhance team performance and maintain high-quality interactions with customers. They will analyze call center metrics and customer feedback to continuously improve processes and achieve business objectives. Ultimately, the Customer Service Manager will foster a productive and motivated team environment that aligns with the company’s goals and enhances the overall customer experience.

Minimum Qualifications:

• Minimum of 3 years of experience managing a call center, preferably in an inbound call center environment.
• Proven experience in customer service training and team leadership.
• Strong knowledge of call center operations, customer retention strategies, and customer survey methodologies.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Experience in the manufacturing industry or a related sector.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Proficiency with call center software and CRM systems.
• Demonstrated ability to analyze data and implement process improvements.

Responsibilities:

• Manage and supervise the Customer Service team to meet daily and monthly performance targets.
• Develop and implement comprehensive customer service training programs tailored to the call center environment.
• Monitor call center metrics and generate reports to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to align call center activities with broader manufacturing business objectives.
• Ensure compliance with company policies and industry regulations related to customer interactions and data privacy.
• Recruit, train, and mentor call center staff to build a skilled and motivated workforce.
• Handle escalated customer issues and provide effective resolutions to maintain high customer satisfaction.

Skills:

The required skills such as Call Center Management are essential for effectively leading the team and executing customer engagement and retention. Customer Service Training skills are applied daily to develop and enhance the team's ability to deliver exceptional service in a call center environment. The ability to operate within a Call Center Environment ensures smooth operational workflows and adherence to best practices. Preferred skills like proficiency with CRM systems and data analysis support strategic decision-making and process optimization, enhancing overall call center performance.