Customer Service Manager

Company: Official Driving School
Location: Royal Oak
Posted on: November 18, 2022

Job Description:

*Job Summary: *

The Customer Service Manager plans, directs, coordinates, and oversees the division of Customer Service ensuring development and implementation of efficient sales and service, data collection, clear communication, compliance, employee retention, and customer satisfaction.

_*Candidate Qualities: *_

* Looked up to by others and is seen as a leader
* Adaptable and able to resolve issues on the fly
* Patient/a listener
* Deescalates others and situations
* Reliable and dependable
* Organized and always planning ahead
* Work well with others and support fellow managers
* Data driven and able to generate effective reporting
* Great computer and excel skills
* Goal and process driven
* Inquisitive and thorough
* Growth minded/welcomes feedback and questions

_*Supervisory Responsibilities: *_

* Oversee Customer Service employees
* Oversees the daily workflow of the customer service team
* Provides constructive and timely performance evaluation
* Handles discipline and termination of assigned department employees in accordance with company policy
* Assist the Human Resources with hiring for assigned departments
* Resolve customer escalations and support regional managers
* Work with the compliance team to ensure company compliance with State of Michigan guidelines
* Responsible for department internal communication and communicating issues up to the VP and President
* Ensure support for and accessibility for remote employees and instructor lines
* Promote instructor job satisfaction and retention through immediate communication and problem resolution
* Work with departments to implement cost saving efficiencies and streamlined processes to stay in budget
* Work with marketing team to advance sales and service

_*Duties/Responsibilities: *_

* Establishes, implements, and communicates the strategic direction of the organization's Sales and Service division
* Deescalating customers within 12 hours and immediately when necessary
* Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on projects and systems dealing with the customer service department
* Ensures that classes run smoothly
* Provides immediate customer service to instructor calls and texts
* Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials
* Ensures that departmental decisions and project plans are in line with the organization's business plan and vision.
* Establishes, communicates, and implements department policies, practices, standards, and security measures to ensure effective and consistent support and execution.
* Presents performance reports and metrics to the president and other leadership routinely and on demand
* Maintains knowledge of emerging technologies and trends in management.
* Daily and weekly pulling company reports to keep a pulse on sales and call center effectiveness achieving
* Maintain under 10% missed phone calls
* Maintain and provide weekly staffing schedules
* Respond to all customer service emails, all phone calls, all customer reviews, all social media within 12 hours.
* Oversee payroll for department and ensure time clock accuracy
* Manage overtime to ensure we are not overspending and best managing company resources
* Weekly pull reports to hold management team accountable and create action plan to solve enrollment, teacher assignment and backlog issues
* Identifies training needs and ensures proper training is developed and provided.
* Project Management for special projects and initiatives
* Work with President and marketing to develop company communication plan
* Hold staff accountable daily to ensure processes are always running smoothly with daily accountability checks and reports to upper management
* Maintain and train staff on CRM system and updates

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Experience level:
* 2 years
Shift:
* 8 hour shift
* Day shift
* Morning shift
Weekly day range:
* Monday to Friday
* Weekend availability

Experience:
* Call center management: 2 years (Required)

Work Location: One location%58047475%

Keywords: Official Driving School, Royal Oak , Customer Service Manager, Executive , Royal Oak, Michigan