Customer Service Manager at BPG LLC dba J-Tech – Chester Springs, Pennsylvania

Summary:

The Customer Service Manager oversees and assists customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Customer Service Department oversees customer parts sales, product support, service and reception.

Essential Duties and Responsibilities:

Manages a team of assigned customer service employees and ensures compliance with company guidelines, goals, and objectives.Monitors calls and other correspondence between representatives and customers to ensure a consistent customer experience.Ensures that representatives are informed of changes to company products and services.Develops and manages a system to collect and report data on customer complaints and inquiries.Prepares knowledge-based documents, such as responses to frequently asked questions.Identifies opportunities to update or improve internal procedures and makes recommendations to the Inside Sales Manager.Communicates regularly with the Inside Sales Manager to set and implement goals.Communicates effectively with customers and resolves concerns regarding product installation, usage, maintenance, warranty, etc.Supports continuous internal improvement of products and services with a focus on end-user impact.Manages time and resources to maximize efficiency and profitability for the company.Promotes a company culture that encourages top performance and high morale.Backfills customer service duties as needed to ensure departmental consistency.Supervisory Responsibilities:

Hires customer service employees.Trains employees in the company’s inside sales and customers service policies, procedures, and best practices.Organizes and oversees the schedules and work of assigned employees.Conducts performance evaluations that are timely and constructive. Handles discipline and termination of employees as needed and in accordance with company policy. Education and/or Experience:

Bachelor’s degree preferred.At least three years of inside sales or customer service experience required.Previous experience in a supervisory role preferred. Proficient in Microsoft Office Suite or related software. Previous experience with a CRM software helpfulPrevious experience with an Enterprise Resource Planning (ERP) software helpful

Salary negotiable depending on experience and skill set.

Monday - Friday 7:30am-4:00pm
40 hours a week