Role and Responsibilities

As a Customer Service Manager, you will be responsible for leading and overseeing the customer service team to ensure the delivery of exceptional service to customers. This role involves developing and implementing customer service strategies, managing team performance, and fostering a customer-centric culture within the organization.

Job Description: Essential Job Functions include, but are not limited, to the following. Please note other duties may be assigned accordingly.

Team Leadership

Supervise and lead a team of customer service representatives, setting clear expectations and providing guidance.

Conduct regular performance evaluations, offer feedback, and support professional development.

Strategy Development

Develop and implement customer service strategies aligned with the organization's goals and objectives.

Identify opportunities for improvement and implement initiatives to enhance customer satisfaction.

Process Improvement

Analyze customer service processes and procedures for efficiency and effectiveness.

Implement improvements to streamline workflows and enhance the overall customer experience.

Training and Development

Provide ongoing training to customer service representatives on product knowledge, communication skills, and problem-solving techniques.

Foster a culture of continuous learning within the team.

Customer Issue Resolution

Handle escalated customer issues, working closely with the team to find solutions.

Analyze root causes of recurring issues and implement preventive measures.

Metrics and Reporting

Establish key performance indicators (KPIs) for the customer service team.

Regularly monitor and analyze performance metrics, providing insights and recommendations for improvement.

Cross-functional Collaboration

Collaborate with other departments, including sales, marketing, and product development, to address customer needs and improve overall customer satisfaction.

Customer Feedback Management

Gather and analyze customer feedback, identifying areas for improvement.

Implement strategies to capture positive testimonials and enhance the company's reputation.

Budget Management

Develop and manage the customer service budget, allocating resources effectively.

Ensure cost-effective solutions without compromising service quality.

Technology Integration

Stay informed about advancements in customer service technology.

Implement and optimize customer service software and tools.

Qualifications:

• Ability to read, understand, and accurately execute work orders and special instructions from supervisors.
• Detail oriented & quality consciousness to spot check and provide Quality Assurance on jobs.
• Analytical and problem-solving skills.
• Strong organizational and time-management skills.
• Must pass a background check.
• Excellent attention to detail and accuracy.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Ability to type a minimum of 40 words per minute.
• Must be proficient in MS Outlook, Word, and Excel.
• Exceptional writing abilities to provide clear and empathetic customer support through email and conversation.
• Proficiency in using customer service software and CRM systems.
• Analytical mindset with the ability to use data for decision-making.
• Problem-solving skills and the ability to handle complex customer issues.

Education/Experience:

• Bachelor's degree in Business, Management, or a related field.
• Proven experience in a customer service management role.
• Knowledge of customer service software and CRM systems.

Qualities:

We look for many qualities in the individuals who join our team. The ability to communicate effectively, a high level of organization, passion for the customer, a desire to learn and grow, contribute to the team, and taking pride in your work. We will train you how to work with clients or run pieces of equipment.

If you possess the following qualities, we're sure you'll find a rewarding career with us.

Integrity - Integrity is a core value that embodies honesty, ethical conduct, and a commitment to doing what is right even when no one is watching. It serves as the foundation for building trust and credibility in personal and professional relationships.

Professionalism - We are dedicated to the highest standards and a commitment to excellence. Our team members adhere to ethical conduct, respect for diverse perspectives, and effective communication. By embodying professionalism in all interactions, we strive to create a positive and productive work environment that fosters growth, collaboration, and success.

Teamwork - Balances team and individual responsibilities, contributing their unique strengths and skills towards shared goals. We value open communication, mutual respect, and a collective commitment to success. By working cohesively, we leverage the collective expertise of our team to overcome challenges, maximize efficiency, and achieve outcomes that surpass individual capabilities.

Problem Solving - Our team identifies, analyzes, and resolves challenges. Our approach involves critical thinking, collaboration, and adaptability. We emphasize a methodical investigation of root causes and the exploration of innovative solutions. By fostering a problem-solving mindset, we empower individuals to tackle complex issues with confidence and agility. Our commitment to effective problem-solving enhances our ability to adapt to change, optimize outcomes, and continuously improve our processes.

Initiative and Creativity - Our team members have a proactive drive to identify opportunities and take action. Paired with creativity, it becomes a powerful force for innovation. We encourage our team members to approach challenges with a forward-thinking mindset, leveraging their creativity to devise unique and effective solutions. By fostering initiative and creativity, we cultivate an environment that thrives on novel ideas, continuous improvement, and a willingness to explore uncharted territories. This dynamic combination propels us to exceed expectations, embrace change, and contribute meaningfully to our goals and the broader community.

Continual Growth & Improvement - At PMSI, we foster a continual growth and learning mindset, recognizing that learning is a lifelong journey. We embrace challenges as opportunities for development, seeking to expand our knowledge, skills, and perspectives. By cultivating a culture that values curiosity, adaptability, and a commitment to continuous improvement, we empower individuals to thrive in a rapidly evolving world. This mindset not only enhances individual capabilities but also contributes to the collective success of our team and the achievement of our long-term goals and being at the forefront of our field.

Organization and Reliability - Our team members use a systematic arrangement and coordination of tasks, resources, and processes to achieve optimal efficiency. Reliability, in turn, is our unwavering commitment to consistency, trustworthiness, and meeting expectations. Our approach ensures that commitments are fulfilled with precision and accountability. This combination forms the bedrock of our reputation for delivering high-quality results and building enduring partnerships.

Simplicity - Simplicity at PMSI is the art of distilling complexity into clarity. We embrace the notion that elegance and effectiveness lie in simplicity. It is our commitment to streamline processes, communications, and solutions, ensuring accessibility and understanding for all. By championing simplicity, we enhance user experiences, foster efficient workflows, and drive innovation through clear and straightforward approaches. This principle guides our endeavors, promoting a culture where simplicity is not merely a goal but a guiding philosophy in everything we do.

Work Environment:

This role is office-based, and working hours may vary based on organizational needs, especially during critical mailing periods.

Physical Demands:

Sitting at computer monitors and typing for extended periods of time.

Benefits:

• Paid Time Off, plus Company Paid Holidays
• 401K with Employer Match
• Dental, Vision, and Health packages
• Company Paid Life and Accident Insurance, with the option to add additional coverage.
• Collaborative culture that embraces new ideas
• Career paths with room for advancement
• Employee Engagement initiatives such as company lunches, team-building events, and in-person collaboration opportunities.