We are looking for an ultra-high energy Customer and Technical Service Manager with a passion for creating enthusiastic teams to provide over the top experiences for our customers. Our company is growing rapidly and we are looking to add this new position to drive our team to a better than best in class service. You will be managing both our customer service team as well as our technical support teams – both vital to taking care of our customers. Additionally this person will work hand in hand with other supervisors to create a dynamic, efficient, successful and united supervisory team.
Skills and Responsibilities
Have an incredibly high energy level with the ability to drive positive thinking and a fun customer focused environment.
Attracting, hiring, retaining and developing both customer service and technical service team members.
Versed in ERP and CRM packages and have a vision for innovating and streamlining our current processes.
Be hands on and available to customers both at the C level and distribution.
Implement performance metrics to track, manage and motivate our team.
You must be a change agent, a motivator and an innovator.
Willing to get into the details, analyze, draw conclusions and most importantly ensure the customer is satisfied.
Flexible and able to adapt to requirements in a fast paced setting.
Daily Job Functions
Ensuring each customer interaction is handled in a positive manner.
Supporting our sales and customer service teams in ensuring the information needed to close the sale is delivered in a timely fashion.
Coaching our teams on enthusiastic phone etiquette and WOW customer service.
Implementing measurable metrics for outstanding customer experiences and reviewing, improving and driving this effort.
Continuous improvement training for team members so they can excel in their positions.
Launching and evaluating the processes needed to guide a customer through the buying process and training the customer on proper installation techniques.
Manage the technical and warranty teams through escalations and resolve them quickly, while ensuring the customer is satisfied to continue doing business with us.
Develop a process for the customer service team to become more sales oriented and capitalize on missed opportunities.
Develop a process to track, oversee and organize every interaction between the customer and Moveras throughout the customer lifecycle.
A bachelor’s degree in business management is preferred.
Minimum of 5 years’ experience managing a customer service team.