CSM Customer Service Manager

Customer Service Manager

Job Summary

A Customer Service Manager (CSM) is Responsible for overall results and Customer Retention in assigned service area by ensuring that the Team of CSR’S provide excellent Customer Service to each and every Customer on each delivery. Ensure that Company values and its product and services are promoted. Identify opportunities for Safety/Customer Retention/Growth and shared with the CSR’S through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program and routine route observations. Responsible for Managing and executing all Service related Training Programs for the assigned Team of CSR’S.

Supports and manages the retention and service efforts of all customer service representative for assigned service area. Works with Customer Operations Manager, General Manager/Branch Manager for approval on personnel action.

Travel Requirements:

Twenty to forty percent of this job will require local travel (no overnight). Ten percent of this job may require overnight travel.

Job Tasks and Activities

Typical tasks and activities for this job include, but are not limited to the items listed below.

Customer Retention

• Proactively manages day-to-day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the Company’s products and services.
• Manages day-to-day activities of customer service program[s] for assigned area. Sets clear expectations for customer service and leads by example.
• Obtains targeted results from assigned Service Team in areas such as, but not limited to: safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
• Completes in person (or via remote means) CSR end of day activities (including but not limited to: route settlement, CSR goal setting, coaching, etc.) each day.
• Completes visits with key accounts in accordance with C3 Account Management Program goals. Complete all follow-up reports and recordkeeping as needed in a timely manner.
• Completes system (ABS) activities in an accurately and timely manner to ensure records are maintained.
• Under the direction of the COM, assists in the installation of new customers as defined by the branch specific responsibilities.
• Delivers and participates in training programs to ensure customer retention and service goals are met.
• Communicates (meets) weekly with direct reports to assess customer service programs. Anticipates and addresses customer questions and concerns in a timely and effective manner.
• Ensures follow up and timely resolution of all customer alerts and customer communication. Collaboratively works with branch resources to systematically resolve customer service issues. Constantly seeks satisfaction from customers in service area.
• Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch / General Manager.

Team Staffing and Development

• Builds and maintain relationships with CSR team and extended service team.
• Effectively evaluates, coaches, and develops Customer Service Representative’s service and sales skills and techniques for meeting service and sales goals. Ensures time is allocated for skill development. Motivates and develops team performance in accordance with company goals and values.
• Holds formal yearly performance discussions (including informal quarterly check-ins and formal mid-year check-ins) with each direct report on his/her assigned team(s).
• Responsible for the execution and the timely and effective completion of customer service training programs for his/her assigned service team.
• Ensures that all new hire training programs are effectively utilized and implemented for new employees.
• Maintain and support corporate financial and service standards.
• Ensures that Company policies and all applicable laws for recruitment and interviewing are followed.

Safety

• Actively ensures that all safety training and compliance programs are being followed by all service employees in their area of responsibility.
• Ensures daily and weekly fleet inspections/audits/reviews are completed in a timely manner. Files all required reports and documentation as needed.
• Investigates and reports on all accidents, or incidents, within 24 hours or notification.
• Ensures all safety records and documentation are completed in a timely manner.
• Maintain and support corporate financial and service standards.

Required Qualifications

Potential candidates for this job will be sought that have strong indication of capability with the following items.

Minimum Education/Experience

• Associates’ Degree in business or related discipline or equivalent business/work experience
• Two to four years experience in a service environment
• Proven track record of increasing responsibility with documented business results
• Ability to service and deal with a wide variety of customers
• Proven ability to build effective professional relationships cross-departmentally and with vendors and suppliers

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Job Type: Full-time

Salary: $50,000.00 to $60,000.00 /year

Required education:

• Associate

Required experience:

• Customer Service Management: 2 years
• sales: 2 years
• related: 2 years