Corporate Customer Service Manager

At Regency Management Services, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We are looking for a competent Customer Service Manager to organize and direct a team of coordinators in our call center. You will be responsible for assessing their work and giving them feedback to maximize performance. An excellent Customer Service Manager must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve excellent performance from your team that will bring sustainable business growth.

Essential Functions

•  Assist in the formulation of targets for individuals and teams
•  Assist in hiring and onboard new employees
•  Answer questions from staff and provide guidance and feedback
•  Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
•  Measure performance with key metrics such as call abandonment, calls waiting, service aging etc.
•  Ensure adherence to policies for attendance, established procedures etc.
•  Keep management informed on issues and problems
•  Assist with preparation of monthly/annual results and performance reports
•  Recommend improvements for systems and processes to boost organizational efficiency
•  Assist in overflow of inbound, outbound calls and service ticket processing

Responsibilities

•  Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
•  Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain a record of daily problems and remedial actions taken, using call-center/legacy database
• Leverage data and insights gathered by the call center to recommend and influence process improvements
• On-time completion of assigned action plans and tasks, inventory cycle counting support & reconciliation
•  Minimize product returns thru proper qualifying at time of dispatch process.
• Assist in managing vendor relationships, managing and exceed KPMs, process management
•  Communicate / audit SOPs, develop / train team, hold team meetings / performance development sessions, maintain statistics / productivity / quality reporting, update information / performance boards
•  Manage opening / closing tasks, maintain visual controls process, properly and regularly communicate to management department results/ strategies and process changes / improvements,
•  Manage and complete day-to-day call center operations; enhance guest experience, manage customer escalations, minimize returns, maintain phones, resolution, delivery, accommodation processing, manage TPW requests, Maintain Pictures & Exception File from TPD
•  Manage call quality grading and coaching, sales/store support
•  Service technician follow up, service tech work order log, maintenance, service work order batching, maintain service metrics, maintain service request from stores, service payments, service charges for out of warranty & parts, service qualify: obtain pictures / order parts, GBS claims, / track parts orders from vendors, process AFI service parts invoices, maintain E/E, return, repair trend, furnish DSP results, manage open Service Tickets
•  Maintain AFI / BBB / Consumer Affair / phone / resolution / delivery / service/ responses and tracking dashboards, compensation processing, ma