Customer Service Manager

Are you a Customer Service Manager searching for new experiences? As a leading Trane® independent office, Brady has brought together some of the best minds to bring efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates, which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

The Customer Service Manager is responsible for overseeing the daily operations for the Customer Service department, including Scheduling Coordinators, Billing Coordinators, Contract Administrators, and general administrative support functions.  Interacts directly with customers to handle inquiries and complaints in a timely manner.  Creates and implements process improvement and corrective plans in response to customer feedback and in support of the organization’s growth plans.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Supports the daily operational execution of the Schedulers, Billers, and Contract Administration Associates.
• Establishes standards for and monitors the quality of work related to scheduling, billing, and WIP management.
• Creates new processes and modifies existing processes to improve efficiency and customer satisfaction.
• Creates and executes departmental growth plans that align with the organization’s strategic plan.
• Interacts directly with customers to handle inquiries and complaints.
• Maintains customer satisfaction by investigating concerns, implementing corrective actions, and communicating with customer and Associates throughout the organization as needed.
• Creates individual and team goals for Customer Service group and helps team members achieve them.
• Creates and maintains periodic reports to evaluate and manage both individual and team performance.
• Leads ongoing process improvements efforts for department .
• Creates individual development plans for Associates in department.
• Responsible for annual performance evaluations and recommends raises, promotions, and disciplinary actions.
• Hires and trains new customer service staff members.
• Serves as a facilitator for introducing, evaluating, and adopting new technology into the customer service group.
• Reviews and implements the latest industry trends and techniques.
• Promotes rewarding workplace by treating co-workers with respect and consideration.
• Works closely with Sales, Finance, HR, Department leaders, and the leadership team to collaborate effectively on the day-to-day activities to deliver One Brady
• Flexibility to work overtime/weekends, as required.

TEAMWORK:

• Demonstrates and promotes a spirit of cooperation and teamwork throughout the company.
• Continually looks for ways to improve our processes and ability to serve our customers effectively.
• Improves personal performance on a continual basis.

CUSTOMER SERVICE:

• Provides responsive, professional, and diplomatic customer service. 
• Answers customer calls and correspondence quickly and pleasantly.
• Communicates with customers in a friendly, professional, and patient manner.
• Performs all duties with the goal of building and maintaining long-term customer relationships.
• Immediately addresses any customer’s concern and requests the involvement of other company personnel as required.

SAFETY:

• Follows all company safety program