Customer Service Manager Job Description Sample
Customer Service Manager
Viral Style is a crowdfunding e-commerce platform that allows anyone to create, sell, and distribute custom products worldwide. Viral Style produces and ships over a million items per year.
We are located in downtown
The Customer Service Manager will focus on all aspects of customer satisfaction and care while providing direct leadership to the customer service team. The qualified candidate will lead a staff that supports all aspects of customer interactions including phone, email, and chat support. Customer Service is responsible for being the first line of defense when customers reach out to us with an issue on their e-commerce campaign or want to ask questions about the purchases they made online.
- Manage the workflow of the customer service function and communicate standards
- Analyze department performance; develop, implement and maintain standards in line with Company goals and objectives
- Ensure the department meets its goals and objectives through effective hiring, performance management, coaching and career development
- Develop, prepare and review reports for management
- Review and respond to complex issues and questions
- Review, investigate and resolve inquiries regarding customer service issues for internal and external customers
- Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
- Research and incorporate best practices into department operations
- Bachelors Degree or Equivalent Experience.
- 2+ years of customer service/call center experience with direct supervisory responsibility over others
- Must be able to set priorities, work under pressure, and meet deadlines
- Proficient in general computer skills, including but not limited to common office apps (i.e. Microsoft Office or Google Apps Suite)
- Ability to multi-task and stay organized
- Fun, upbeat working environment
- Paid Holidays and Vacation Time
- Healthcare Benefits available
- You will be a part of a successful growing business
- Friday lunches are catered
- And of course, a ping pong table!
Customer Service Manager
Aaptiv is the fastest growing mobile fitness product on the market with a community of nearly 200,000 members and is backed by leading venture capital firms and top companies, including the Amazon Alexa Fund and Disney.
With a mission to empower everyone to live a healthier life, Aaptiv has transformed the way people exercise and train through its innovative audio fitness classes. Every Aaptiv class combines the guiding voice of an expert Aaptiv trainer with motivating music by top artists in every genre. Aaptiv members have unlimited, on-demand access to over 2,500 classes and structured programs across every type of exercise and a wide variety of activities, including running, strength-training, yoga, indoor cycling, meditation, and more.
Want to join Team Aaptiv? We're looking for team members who are passionate about building a world-class fitness experience. There are over 80 million Americans who value fitness - and we believe every one of them should be an Aaptiv user.
About the Role
An important piece of Aaptiv's world-class fitness experience is amazing customer service. As the Customer Service Manager, you will lead the CS team, cultivating a seamless experience for existing and new members across every touchpoint.
This role requires exceptional customer service skills, the ability to manage a growing team of in-house and remote employees, and experience using data and insights to optimize customer experience.
What You'll Do
Oversee the Customer Service team
Develop strategy and process to surface insights to improve customer experience
Evaluate and optimize current CS team's ticket-management process and customer experience
Manage and iterate on the CS performance metrics
Develop and execute a long-term omni-channel CS strategy that balances customer experience and growth goals
Serve as the point of contact on customer support escalations
Work with the Leadership Team to build a more robust customer retention / inside sales function
Provide feedback to management regarding necessary changes and updates including policies and customer care issues
Who You Are
Bachelor's degree or equivalent experience
3+ years of Customer Service Management and Associate experience (combined)
Experience in or knowledge of Subscription businesses
Experience managing a growing and diverse team
Deep understanding of customer support and resource management tools / solutions (particularly Zendesk)
Curiosity to understand how our users think and behave
Well organized, able to structure and prioritize opportunities and make quick and insightful decisions
Excellent communication, teamwork, interpersonal, and customer service skills
Ability to meet or exceed all published performance standards measured monthly, quarterly and yearly
Ability to maintain job discretion and handle confidential information
Expert knowledge of office productivity tools (Google and Microsoft)
Knowledge of and passion for the fitness and wellness industries a plus
It is the policy of Aaptiv to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Aaptiv will provide reasonable accommodations for qualified individuals with disabilities.
Customer Service Manager
Customer Service Manager
Carlie C's IGA is seeking a self motivated individual who possesses experience in Customer Service Management in a busy retail environment. A Customer Service Manager at Carlie C’s IGA realizes that providing prompt and friendly customer service is priority #1.
Being courteous and cooperative with both the customer and coworker is a critical aspect of maximizing sales and building business for years to come. Always remember, Carlie C's will authorize the bank to deposit your paycheck to you, but it is the customer who provides the funds in which we are paid. Therefore, we have plenty of reason to go out of our way to ensure that our customers are treated right.
Follow Carlie C’s procedure in handling cash, checks, coupons, gift certificates, food stamps and WIC vouchers.
Maintain correct cash flow.
Service customer needs with a smile
Effectively and promptly process the sales of Lottery Tickets, Money Orders, Money Transfers, Bill Pay, etc.
Time Manage multiple numbers of employees to include scheduling, adequate breaks and lunch hours.
Keep front end of store clean and professional in regards to counters, registers, and floors.
Train and Maintain Uniform Policy among all subordinates.
Train Baggers to properly bag groceries according to Carlie C's bagging policies.
Other small tasks associated with daily operations may be asked of you as a Customer Service Manager.
Prior Experience for this position is strongly preferred.
Maintaining a neat, clean, and professional appearance is a must.
Respond professionally under pressure to both employees and customers.
Customer Service Manager
Hobart Service, an ITW Company, is an international service provider for the food service and food retail industries. Our service expertise includes cooking and food preparation equipment, warewashers and waste handling, weigh wrappers, baking and refrigeration. We have over 1,000 service technicians across 46 states that create a national network of factory-trained service representatives.
Hobart Service is looking for an experienced Customer Service Manager. This position is critical to the ongoing success and growth to the heart of our business. The Customer Service Manager will supervise all aspects of the administrative work performed in the branch including, but not limited to: Accounts Receivable, Accounts payable, vacation tracking and absences, dispatching, outstanding customer service, and overseeing both service and parts departments. There may be occasional work with confidential data where the effect of any disclosure may have a negative impact on the business.
Perform Annual review process for all admin staff
Oversee responsibilities of AR/AP
Receive, investigate and resolve all customer inquiries to the satisfaction of the customer.
Ensure administrative staff performs all tasks assigned
Proactively schedule service calls for assigned Service Technicians when needed or as a backup dispatcher
Follow up on completed Service Calls to verify customer satisfaction
Understand 3rd Party Companies/technology platforms utilized by our key accounts to oversee proper procedures are being followed
Perform office management functions as necessary, such as assisting with tracking of consignment, assisting walk-in customers, handling phone calls for supervisor, etc.
To be considered further you must have the following:
Accredited High School diploma, Business or trade school or GED; Associate's or Bachelor's preferred
3-5 years of Office Management experience
3-5 years managing of Non-exempt employees
Demonstrated experience handling competing/multiple priorities
Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes
Superb customer service and interpersonal skills;
Microsoft Office products excel, Word, Outlook
Excellent verbal, written and interpersonal communication skills
Extensive periods of time on phone and in a seated position
Kneeling, squatting, bending, pushing/pulling
OT as required
Pre-employment screenings performed (which includes background checks and drug screening)
NO PHONE CALLS PLEASE
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at email@example.com to request assistance. No other requests will be acknowledged.
In accordance with the San Francisco Fair Chance Ordinance, Hobart Service considers all qualified applicants with a criminal history.
Customer Service Manager
Who We Are
We are a leading not-for-profit health insurer in Wisconsin, and our services have grown to reach active-duty and retired military personnel, seniors, and families in Wisconsin, across the U.S., and around the world. Learn more!
WPS receives World's Most Ethical Company Award for 9th Year in a Row - 2018 Most Ethical Companies Announcement
At Our Core
WPS Health Solutions has earned a reputation as a leader in the insurance and benefits administration industry through our commitment to excellence and high-quality service. Our corporate values reflect the core of who we are and how we conduct business every day.
I recognize how my actions impact internal and external customers by being responsible for the customer experience. I look beyond the immediate issue to recognize and solve the problem.
I own my actions. I am accountable and dedicated to achieving the best results for WPS Health Solutions and our customers. I embrace my role in helping the company achieve a high-performance workplace.
I lead by example and act ethically, honestly and am trustworthy. I show appreciation for others by giving and taking constructive feedback and encouragement.
Driven and Passionate
I approach my work with enthusiasm, and personal commitment to the success of our business. I keep the importance of the work we do for our customers alive in my attitude and interactions with others, and demonstrate pride in the worthiness of our purpose.
The Customer Service Manager is responsible for exemplifying and leading team in four core values of WPS – Mutual Respect, Customer Focused, Individual Responsibility, and Driven and Passionate and being a resourceful and proactive leader. You will develop, engage, and retain high-performing talent to meet current and future organizational needs. You will also communicate and coach effectively, and manage performance of individuals and team effectively to increase depth and flexibility of both.
In this role you will:
U.S. citizenship is required for this role due to Department of Defense restrictions.
Execute strategic direction aligned with divisional goals and communicate to all team members, including management staff in respective functions.
Lead, manage, and continuously improve all customer and staff interaction processes, including phone handle time, written correspondence, customer support, and new program
Evaluate, develop, coach, and motivate staff effectively to improve performance and ensure production and quality standards are met.
Review and prepare reports of departmental metrics for staff at all levels (daily, weekly, and monthly).
Maintain a healthy, productive work environment that meets and exceeds company and federal guidelines.
Represent four company core values; Individual Responsibility, Drive and Passionate, Customer Focus, and Mutual Respect.
You should have:
- Bachelor's degree in Business, Insurance, or related field OR equivalent post high school education and/or work-related experience
- 5 or more years progressive responsibility in customer service or claims operations, to include
- 3 or more years in a supervisory role
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Customer Service Manager
The Customer Service Manager will partner with both the Sales and Operations teams. They will lead and solicit business from a specific or assigned number of customers by using daily available capacity. The Customer Service Manager will serve as an extension of Sales to expand business revenue by exploring all freight opportunities with Customers and be aware of the system wide balance/imbalance within the Carrier One network to book freight accordingly.
The key to this position is an outgoing, friendly, genial interaction with a wide range of people. In this job, it is very important to connect with other people, to meet new and different people on a day-to-day basis, to quickly form relationships, and to use those relationships to get work done. This job requires great attentiveness to other people; the ability to read other people, to listen to them, and to empathize with them.
A faster-than-average pace will be the norm for this position. There will be a fair degree of variety from one day to the next, especially with regard to personal interactions. There will be several "pots on the fire" at once, therefore the job requires one to shift from task to task quickly, and maintain a strong sense of urgency to keep everything going smoothly.
Essential Duties and Responsibilities
- Manage all customers within the geographic area or designated account(s).
- Solicit freight daily via phone, email, and TMS systems with all customers within your designated geographic or designated account(s)
- Accept freight from customers that meet the needs of the drivers and Carrier One based on primary, secondary, and third choice lanes, maximizing revenue, minimizing days in transit, while meeting customers load parameters.
- Offer solutions and alternatives to customers to develop their business. This will help us become the customers first choice in selecting a carrier to haul for them.
- Never say no to a customer on loads that can be handled by Carrier One, but can not be serviced within the customers needs. Example: Carrier One can pick up your load tomorrow if that is ok with you the customer. We never say no to the customer just yes on our terms. If they agree to our service, then we can accept the loads.
- Communicate with the load builders to properly build the loads with the correct information and expectations from the customer.
- Insure the rates within the customer are up to date for load billing.
- Insure the customer profiles\location profiles are accurate and updated with contact information, customer instructions.
- Communicate with the fleet managers to help move the customer’s freight and at the same time meet the needs of the drivers.
- Effectively communicate load issues internally within Carrier One and externally with the customer. Over communication is essential to our success.
- Insure your customer loads are picked up on time and delivered on time. In case of delays communicate effectively with the customer with updates and solutions to the problems while holding everyone within Carrier One accountable for getting the loads delivered safely, claims free, and on time.
- Communicate needs, ideas, and help with other customer service managers. This will facilitate overall development of the business within all regions and accounts of our company.
- Pre-book 80% of your area prior to leaving at the end of the day.
- Instruct load bookers as to your freight needs that are not already met from the customers.
- Work daily with sales to help develop customer lane flow, revenue, meeting the drivers’ needs and organizational goals. In addition to, communicating challenges that arise with accounts.
- Review the morning load count report that is sent out from sales to recognize your success and learn of additional opportunities to improve.
- Requires organization, self-disciplined, computer literate, adaptable, and great communication skills.
- 1+ year of experience in the trucking industry
- Experience being involved in sales bidding process
- Data driven sales mentality
- Enjoys building relationships with customers
- Exhibits strong problem solving and decision making skills
- Bachelor’s Degree strongly preferred
- McLeod experience is a plus, but not required.
- An industry leading salary
- Strong work/life balance that includes paid holidays and generous personal time off
- Medical, dental and vision insurance
- IRA savings plan with company match
- Opportunity to advance with an aggressively growing company
Customer Service Manager
Company Name: Smith's Food and Drug
Position Type: Employee
FLSA Status: Non-Exempt
Create an outstanding customer experience through exceptional service and direct and supervise all functions, duties, and activities of the front-end. Establish and maintain a safe and clean environment that encourages our customers to return. Embrace the Customer 1st strategy and encourage associates to deliver excellent customer service. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety of others.
Communicate company, department, and job specific information to associates.
Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the store and make suggestions about products.
Stay current with present, future, seasonal and special ads.
Understand inventory/stocking and Computer Assisted Ordering.
Observe scheduled shift operating hours.
Lead front end team by supporting service expectations such as, but not limited to, QueVision, money services, self-checkout goals.
Ensure that customers' needs are addressed quickly and professionally.
Conduct daily huddles with front end associates to discuss service standard and results.
Perform cash loans and pick-ups from all store registers as needed through their shift using the VeriBalance system and safe procedures; verify safe counts at the beginning of the shift and balance safe at the end of shift.
Manage breaks and lunches for all front end associates including cashiers, baggers, service booth clerks, fuel clerks, and relief help.
Observe, coach, praises all front end associates on a daily basis on all front end expectations such as, but not limited to proper checking techniques, engagement, Que-Vision, self-checkout lead behaviors, proper bagging.
Follow procedures to limit shrink such as, but not limited to checking for bottom of basket, scanning all items, avoid manual hand rings, proper use of gold slips, close the loop and follow up with all register operators.
Ensure that all current customer service, cash control, labor control, expense and supply controls, loss prevention, maintenance, safety, food safety, associate and customer engagement rules are being followed.
Reinforce safety programs by complying with safety procedures and identify unsafe conditions and notify store management.
Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair.
Notify management of customer or employee accidents.
Report all safety risks or issues, and illegal activity, including: robbery, theft or fraud.
Oversee and manage the efficient operations of all functions and activities of the front-end.
Adhere to all local, state and federal laws, and company guidelines.
Must be able to perform the essential functions of this position with or without reasonable accommodation.
Minimum Position Qualifications:
Having successfully completed checker, U-scan, service booth, and bagger training
Effective communication skills
Knowledge of basic math: counting, addition, and subtraction
Ability to handle stressful situations
Must be able to meet the minimum physical demands of the position
Must be 21 or older
Current alcohol sellers permit once employed
Desired Previous Job Experience:
High school diploma or equivalent
Cashier, retail, or management experience
Second language: speaking, reading and/or writing
Education Level: None
Required Certifications/Licenses: None
Position Type: Part-Time
Shift(s): Day; Evening
Jobs at Smith's: A division of the Kroger Co. (NYSE:KR) one of the nation's largest grocery retailers, Smith's currently operates 139 stores and 95 fuel stations throughout seven western states. Smith's charitable giving, in partnership with 18,000+ associates, generous customers and suppliers, totaled $13.8 million in cash and food products to local organizations in 2015. For more information visit: www.smithsfoodanddrug.com or https://www.facebook.com/careerarsmiths.
Kroger Family of Companies employs nearly half a million associates who serve customers in 2,782 retail food stores under a variety of local banner names in 35 states. Our Family of Companies also operates 2,268 pharmacies, 274 fine jewelry stores, 1,489 supermarket fuel centers and 38 food production plants in the United States. Kroger is dedicated to our Purpose: to Feed the Human Spirit™ by serving America through food inspiration and uplift and creating #ZeroHungerZeroWaste communities by 2025. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.
Posting Notes: UT || Salt Lake City || 1174 W 600 N || 84116 || Smith's Food and Drug || [[mfield2]] || Customer Service || Employee || Non-Exempt || Part-Time || None
Customer Service Manager
Neubus is seeking a Customer Service Manager to oversee the daily operations of the unit which includes production, customer support and interface, help desk, and desktop support.
Develops schedules, priorities, and standards for the team to achieve goals and deadlines.
Manages operating guidelines, procedures, policies, rules and regulations.
Monitors the completion of help desk and desktop requests.
Plans, assigns, and supervises the work of others.
Manages functional unit by coordinating with other departments and divisions
Analyzes existing and develops new production procedures and guidelines.
Analyzes and maintains data to ensure effective and efficient work flows.
Prepares management reports, analyzes information to keep management informed and responds to issues and inquires.
Communicates with internal and external customers and other staff to provide/exchange information, answer inquiries, address issues, or resolve problems or complaints.
Researches inquiries or complaints, recommends solutions, and prepares responses.
Prepares reports, flow charts and graphs to aid in tactical planning.
Experience, Knowledge Skills & Abilities:
Experience in supervision or management of a team
Experience in verbal, written and face-to-face customer interface
Knowledge in the areas of production, customer service, and customer support
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Skill in managing customer complaints and resolutions
This position will require occasional after hours and/or weekend work and will need to coordinate the team's response to emergencies.
Customer Service Manager
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JOB FUNCTION / SUMMARY:
Functions as the Customer Service Manager ensuring a solid operational foundation; builds relationships with customers while performing financial transactions including paying, receiving, and cash control duties; seeks to uncover financial needs, minimize loss, reduce risk, and deliver accurate and superior customer service by performing the following duties.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Serves as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
Models leadership effectiveness by sharing best practices and recognition of team members on a weekly basis
Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the branch
Offers guidance, leadership, and coaching to Teller staff reinforcing policy and procedure
Assist with branch morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, and balancing the Teller window/branch
Oversees the branch Risk Management Review process and ensures dual control procedures are followed
Utilizes Cash Forecasting tool to control supply of money on hand to meet branch need and legal requirements
Promotes and processes deposits, withdrawals, check cashing requests, credit card advances, money orders, travelers checks, and other forms of negotiable items
Monitors and manages operational loss within a branch to include granting staff supervisory override for transactions, ensuring proper hold placement for loss mitigation, and outage resolution
Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Dispense and Recycler Machines, Currency Counter s and Coin Sorters to provide branch services
Observes, Coaches, and Models sales and service behavior for Teller associates and assesses performance daily
Promotes branch professionalism and the Standards of Excellence
Demonstrates highest quality of customer service to include greeting customer, using their names, making eye contact, smiling, thanking for business, and offering another product or service
Images proof work through branch capture machine to include reviewing work and making corrections
Compiles required and special reports as requested
Performs research and problem-resolution for customers as issues arise
Coordinates branch and staff Business Continuity planning and execution
Other duties and special projects as assigned by Senior Management
Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
Manages employees on the Teller Line; Is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
MINIMUM REQUIRED EDUCATION & EXPERIENCE:
College Degree or equivalent experience
Minimum of 3 to 5 years of cash handling and customer service experience
Previous management experience preferred
This position requires registration with the National Mortgage Licensing System and Registry (NMLS).
Banking office operations and functions.
Planning, administration and overall direction of staff.
ESSENTIAL MENTAL & PHYSICAL REQUIRMENTS:
- Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Customer Service Manager
At Office Depot and Office Max, our Customer Service Manager will partner with the management team in driving a memorable customer experience through leadership, communication, integrity and passion for the brand. In partnership with the management team, S/he will provide guidance and direction to Front End associates and will facilitate ongoing training on the business model.
The person in this position will also work closely with our Print Services associates, and will have accountability to drive the sales of Print Services and properly assess customer needs to ensure satisfaction in every interaction.This person will motivate and inspire associates to build strong relationships and create an environment which increases customer retention. The Customer Service Manager will proactively engage with customers to exceed their needs, ensure a positive customer experience and work to generate revenue by driving a sales culture. Builds ongoing customer relationships and become a trusted advisor by utilizing advanced selling skills and knowledge.
Acts as a Change Champion, supporting implemented change. The Customer Service Manager will also be a Key Carrier, and while functioning in this role, will be considered the Leader on Duty.
High School diploma or equivalent, Bachelor'sdegree preferred
Business, Marketing, Retail Management, or other related field preferred
Minimum two years experience in retail, including a supervisory role in a sales driven customer environment
Pay, Benefits and Work Schedule:
Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.
Equal Employment Opportunity:
Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
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