Job Description

Company overview:

American Bath Group (ABG), a leader in North American bathroom fixtures, is searching for a Customer Service Manager to join the E-commerce team and help lead and develop a strong team of Customer Care Representatives. ABG is an ambitious and dynamic company focused on changing North American homes through aesthetics, performance, and innovation. Our team is dedicated to excellence and passionate about pushing the boundaries of what can be done in the bathware industry. By leveraging our various North American manufacturing locations and collaborating with hundreds of strategic partners we can deliver great products to the marketplace.

Job Summary:

The Customer Service Manager will work with the Customer Service Supervisor and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This individual will be responsible for providing support to our agents, resolving any issues they encounter, and ensuring they deliver exceptional service to our customers. The successful candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of CRM systems, particularly Salesforce.

Supervisory Responsibilities

• Hire entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices. Leads, trains, and develops a team of high-performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Monthly 1 on 1 meetings with staff
• Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement, and presenting findings to senior management.
• Team Motivation: Foster a positive and motivating work environment to encourage high levels of engagement and performance among call center agents.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Focus on staffing levels to provide quick response times and reduce abandoned calls. Analyzing KPIs overlayed with historical staffing levels to determine optimal staff numbers
• Monitors or reviews calls or other correspondence between representatives and customers.
• Weekly meetings with the CS Supervisor and Team lead to discuss CS Reps performance
• Monthly meetings with team providing consistent monthly feedback to team members with clear KPIs and department rank by KPI
• Schedule ongoing training with all groups. Review product changes, new products, discontinued products with group
• Process Improvement: Continuously evaluate call center processes and procedures, identifying opportunities for streamlining operations and enhancing efficiency. Work with multi-functional teams (product development, order processing, IT, etc) and set deadlines to improve or fix issues if they occur
• Collect KPI information (daily, weekly, monthly, yearly comparisons) and prepare reports on customer complaints and inquiries. Analytical mindset with the ability to interpret data and metrics to drive performance improvements.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Assists with budget preparation for the Customer Service department.
• Review quarterly bonuses with agents and prepare contests and recognition awards to achieve goals.
• Travel between facilities 1-2 times per month

Required Skills/Abilities:

• Ability to use Microsoft Office, Outlook, Word, Excel.
• Salesforce a plus
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Ability to coordinate and synchronize multiple projects while maintaining a high degree of customer service.
• Exhibit excellent creative and strategic thinking to provide solutions to company challenges
• Ability to handle Supervisor calls when customer needs to speak with upper level to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.

Education and Experience:

• Bachelor’s degree preferred, however, experience exceeding 3-5 years in a customer service leadership role will be considered in lieu of a degree.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Job Type: Full-time

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