customer service manager Remote
Safe Step Walk-In Tub
Full Time
Remote
10.56 - 12.04 USD Today
Job description
Job Posting:
For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation’s top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.
If you’re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.
We are currently searching for an organized, highly motivated, and organized Customer Service Manager to lead our Contact Center Team.
Position Responsibilities:
- Day-to-day operations and scheduling of the Contact Center Team
- HR Functions such as hiring, training/development, and monitoring of staff performance
- Implementation and evaluation of all customer service-related activities and procedures
- Set performance goals, provide coaching and feedback, and conduct regular performance evaluations.
- Develop training programs to enhance agents' skills and knowledge.
- Coaching and mentoring team members
- Monitor key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction to ensure targets are met or exceeded.
- Oversight and direction of workflow to ensure maximum operating efficiency
- Identifying business issues in a timely manner and collaborate with team members to resolve
- Developing and implementing processes concerning customer correspondence and customer complaints
- Participating in leadership meetings with management team as a representative for associate concerns, progress, policies, and guidelines
- Generate regular reports on contact center performance, including call volume, service level achievements, and customer satisfaction metrics
- Conducting regular associate meetings
- Representing the organization to customers, associates, and leadership
Qualifications:
- A minimum of 5 years work experience in a contact center or customer service management role preferred
- A bachelor's degree in business administration, management, or a related field. Advanced degrees or certifications in contact center management preferred
- Familiarity with contact center technologies, customer relationship management (CRM) systems, and call center operations. Proficiency in using reporting and analytics
- Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
- Strong written and verbal communication skills with ability to communicate across all levels of the organization
- Ability to identify business critical issues quickly and navigate priorities based on last minute changes
- Attention to detail, demonstrated integrity and professionalism
- Ability to lead and empower individuals and teams
- Ability to be flexible and adaptable in a fast-paced call center environment
Safe Step Walk-In Tub Company is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. We offer a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!
Pay Range:
Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.
Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
This role is Bonus or Incentive Plan eligible.
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Safe Step Walk-In Tub
www.safesteptub.com
Nashville, TN
Mike Duffer
Unknown / Non-Applicable
201 to 500 Employees
Company - Private
Consumer Product Manufacturing
