National Customer Service Manager in Atlanta, Georgia at S.P. Richards Company

Summary: Manages a team of customer service representatives by performing the following duties personally or through others while keeping the customers’ needs the primary focus. The goal of a Customer Service Manager is to ensure the retention of profitable customers through providing added value to their customer experience.

Location: Smyrna, GA (near Battery Center)

Work Hours: Mon-Fri 8:00am - 5:00pm

Essential Duties and Responsibilities include the following. Other duties may be assigned on an as needed basis.

• Supervise assigned Customer Service Agents including customer satisfaction, job performance and competencies, KPI measurements, attendance, hiring, training, and coaching.
• Uphold department standards for the customer service agents for handling the primary functions of their jobs including inbound/outbound phone calls and emails, customer requests and inquiries, and reports.
• Enforce company policies and procedures.
• Provide customer service to all customers.
• Work closely with the Director of Customer Service, Directors of Sales, and Directors of Operations in supporting them in their responsibilities with customers.
• Interact with the key customer contacts to understand the support they need from SP Richards and work to support those needs relative to customer service functions and reporting.
• Provide weekly, monthly, and quarterly reports as needed and as required including customer support KPIs, phone service reports, usage reports, service reports, etc… These reports should be developed in conjunction with the Director of Customer Service, Sales, and Operations.
• Provide analysis for the Director of Customer Service when needed to help develop information critical to supporting our customers.
• Maximizes customer service productivity through proficient use of appropriate software applications.
• Research and develop processes that create timely and efficient workflow.
• Establish and implement uniform correspondence procedures and style practices.
• Review clerical and personnel records to ensure completeness, accuracy, and timeliness.
• Maintain contact with customers.
• All other duties relative to supporting our customers, sales teams, operations, and organization leadership.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

A high school diploma or equivalent; or two to five years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak and write effectively to internal and external customers to help resolve any issues which may arise.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, percentages, gross margin, and gross profit.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to problem solve using creative ideas while keeping the company and customers interest in mind. Ability to multi-task and prioritize issues that arise with customers and personnel.

Computer Skills:

Working knowledge of PC, including Excel and Word software and e-mail. Expert user with the Cisco Phone System and reporting through the phone system. Knowledge of Salesforce is helpful.

Supervisory Responsibilities:

Assists Director of Customer Service in supervising approximately 15+ employees in the Customer Service Dept. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the environment is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.

The employee is occasionally required to lift up to 10 pounds. The vision requirements include: close vision, distance vision, peripheral vision and ability to adjust focus.