Customer Service Manager at North American Power Products – Duluth, Georgia

The Customer Service Manager at GPP will lead and oversee our customer service team, ensuring that every customer interaction reflects our commitment to excellence. This role is responsible for managing day-to-day operations, driving team performance, resolving escalated issues, and implementing strategies to enhance the overall customer experience.

Key Responsibilities:

• Lead, mentor, and develop the customer service team to achieve service goals and KPIs.
• Oversee daily operations, including staffing, scheduling, and workflow management.
• Resolve escalated customer complaints and complex inquiries efficiently and professionally.
• Analyze service metrics and customer feedback to identify trends and implement improvements.
• Collaborate with sales, operations, and technical teams to enhance the customer journey.
• Manage daily sales administration by overseeing order entry, quote generation, and invoicing to ensure seamless operational flow.
• Maintain and update customer service policies and procedures to ensure consistent, high-quality service.
• Handle escalated customer concerns professionally and effectively, maintaining strong customer relationships
• Prepare and present regular reports on customer satisfaction, team performance, and operational efficiency.
• Support recruitment, onboarding, and ongoing training of customer service representatives.
• Manage staffing schedules, performance evaluations, and professional development of team members

Qualifications:

• Bachelor’s degree in business administration, Communications, or a related field preferred.
• 5+ years of experience in customer service, with at least 3 years in a supervisory or managerial role.
• Strong leadership, coaching, and team development skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency with customer service software (e.g., Salesforce, Zendesk) and standard office tools.
• Strong analytical skills and ability to use data to drive improvements.

Preferred Skills:

• Experience in energy, power solutions, or home services industries.
• Knowledge of customer experience best practices.

Work Environment:

• Office-based with occasional hybrid flexibility.
• Fast-paced environment with frequent interaction with homeowners, commercial clients, and internal teams.