Customer Service Manager in Charleston, SC at ARS

Date Posted: 9/25/2018

Job Snapshot

Job Description

Company: ARS/Rescue Rooter

POSITION SUMMARY:
Manages the daily operations of inbound and outbound call center functions to establish and maintain the Company as an industry leader in customer satisfaction. Ensures that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures. May have responsibility for dispatching communications in some locations.


ESSENTIAL DUTIES:
♦ Manages and develops the Customer Service Department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
♦ Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
♦ Manages and maintains a high call capture rate of all demand service calls by Customer Service Representatives.
♦ Performs call evaluations and provides feedback and/or suggestions for improvement.
♦ Researches complex issues and communicates with departmental personnel to resolve discrepancies.
♦ Manages outbound telemarketing program to better market existing customer base.
♦ Communicates with customers and departmental personnel via telephone, email, and/or written correspondence to answer inquiries and provide information.
♦ Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
♦ Prepares forecasts of future volume as well as analyses of current and past call volume.
♦ Manages call slip volume to ensure adequate workload for technicians.
♦ May assist departmental managers in tracking parts, providing customer repair estimates and other activities that affect daily operations.
♦ Conducts customer surveys for quality assurance and generates reports for distribution.
♦ Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function.
♦ Gathers data and statistics to generate productivity reports and various spreadsheets.
♦ May maintain warranty and maintenance contract information and files. May generate warranty invoices and submit to the corporate office for payment.
♦ Answers overflow telephone calls and transfers to the appropriate departments.
♦ Performs record management by creating folders, filing and updating information as needed.
♦ Observes all safety and Company rules and regulations in the performance of duties.
♦ Other duties as assigned.

Job Requirements

MINIMUM EDUCATION/EXPERIENCE:
A Bachelor’s degree and 5-7 years of customer service management experience required. Related education and/or training or any equivalent combination of education and experience may be substituted. Industry and inside sales experience is preferred. Computer literacy and knowledge of Microsoft Office products are required. Must be able to create and interpret spreadsheets and operate general office machines. Strong communication, leadership and interpersonal skills are required. Must have Sales experience. 

 

All Candidates must pass Pre - Employment Drug Screen and Background Checks 
 

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.