Consumer Services Manager

 

Job Summary

 

Oversees the day-to-day operations for specific product line(s) for the Appliances Consumer Services Department for North America.

 

Primary Duties and Responsibilities

 

• Hire and train call center reps
• Develop/Update necessary training materials
• Set and monitor performance standards
• Support the call center reps
• Provide immediate feedback to appropriate departments on products
• Handle all escalated calls from call center reps in a professional and timely manner.
• Administer all risks assessment and avoidance of property or personal injury claims. 
• Work with Legal department and insurance carrier on potential hazardous claims or claims greater than $5,000.
• Review product warranty agreements on new products to reduce our exposure to unwarranted claims.
• Develop recommendations for capital, operating and staffing budgets.  Collaborate with other leaders in the development of a coordinated budget recommendation for Director approval.  Provide fiscal oversight of allocated resources, assets and expenses.  Make necessary decisions to adjust for variations in projected budget income caused by fluctuating volumes and other external factors.
• Lead employees through effective hiring, orientating, training, mentoring and coaching.  Provide ongoing recognition, feedback and development, holding staff accountable for success.  Identify and mentor future organizational leaders.  Ensure appropriate resources are provided to staff.  Develop a staffing plan that meets both consumer expectations and financial constraints.  Create an environment where employee feedback facilitates positive change.
• Provide leadership to direct reports in the execution of work plans and long and short-term goals.  Implement department level infrastructure and changes to supporting processes and systems.  Ensure solutions to department level challenges are implemented.  Set, implement and complete department goals.

 

Education and Experience Profile

 

An equivalent combination of:

• Bachelor’s degree in business or, at least three years experience, preferably in a call center environment

 

 

Required Skills

 

Strong PC skills, ability to create and modify complex Excel worksheets. 

Excellent communication skills and the ability to work in a fast-paced, deadline-oriented environment are required.

 

Work Environment:

 

Working conditions are normal for an office environment.

 

Pay Range: $83,607-$122,624.

 

This “base salary range” is a reasonable estimate for this position at the time of posting. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, business requirements and geographic location. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time. 

 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.