Customer Service Manager

JOB SUMMARY:

The Customer Service Manager is responsible for delivering an exceptional customer experience when they interact with Westone using any modality (phone, email, web chat, etc.). This role manages a team of Customer Service Representatives (CSRs) and establishes the procedures they follow in any customer interaction (creating new accounts, general questions, placing orders, returns, claims, etc.). The position requires knowledge of how to manage a high-caliber customer service organization, establish expectations, monitor performance, and provide real-time coaching on both inbound and outbound interactions.

The position works closely with Manufacturing, Commercial, and other groups in the organization to exceed customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establishes expectations for high-quality customer interactions
• Creates and delivers a training plan to develop our CSRs
• Optimizes the tools and resources at our disposal (Phone system, ERP, CRM, etc.)
• Implements measurements and KPIs to monitor performance and provides in the moment feedback to CSRs to celebrate wins or develop when needed
• Empowers the CSR team with governance principles on how to Make It Right
• Proactively communicates trends in customer interactions across the team
• Acts as the resource for escalations and approval requests
• Responsible for documentation of complaints and other required customer interactions
• Sets and maintains a work schedule and CSR paid time off requests
• Recruits and onboard CSRs when appropriate, Responsible for all aspects of performance management
• Supervises and promotes a positive work environment following company policies, procedures, and philosophy

EDUCATION AND/OR EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES:

• High school graduate or GED.
• Associate degree or BS in business administration or job-related field preferred.
• Minimum of five years prior management/supervisory experience in a call center or customer service/ environment.
• Demonstrated experience leading process improvement projects.
• Demonstrated ability to coordinate, lead, motivate, and evaluate a diverse team of customer service representatives.
• Demonstrated ability to work effectively with peers to achieve goals.
• Intermediate proficiency with Microsoft Office-based software.
• Ability to accurately read, enter, verify, and invoice orders.

PAY: $65,000 - $90,000

BENEFITS:

Westone offers employees and their families a comprehensive benefits package to ensure their individual and family’s overall wellness needs are met. Some offerings are dependent on the role, work schedule, or location and include the following:

• Healthcare (medical, prescription drugs, dental and vision)
• 401k retirement plan
• Paid time off and sick pay
• Employer-paid life insurance
• Employer-paid short-term and long-term disability