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    Customer Service Manager - Waukesha, United States - Wild Marketing Group

    Wild Marketing Group
    Wild Marketing Group Waukesha, United States

    6 days ago

    Default job background
    Retail
    Description

    JOB PURPOSE or JOB SUMMARY:

    To oversee the operations of the Customer Service department which includes maintaining a Service Center for all clients and accounts, provides prompt service to all inquiries and guides the customer service department to exceptional customer satisfaction.

    ESSENTIAL DUTIES and RESPONSIBILITIES:

    • Provide strategic direction and leadership to the customer service department to ensure efficient, timely, and accurate processing of all work.
    • Develop best practices for customer service functions; design and implement standard operating procedures for call scripts and emails.
    • Analyze changes in company products and procedures that affect the customers and implement appropriate changes.
    • Field customer service calls and enter orders, improve customer service experience, and create engaged customers to facilitate growth.
    • Support the establishment and maintenance of long-term relationships with customers.
    • Act as subject matter expert on customer service process and conflict resolution for customers.
    • Lead or participate in meetings representing the customer service perspective. Analyze data and create reports to provide leadership with insight on service calls.
    • Develop and maintain a positive and professional work environment for customer service team.
    • Train, motivate, and develop staff in order to meet the current and future needs of the department and the company.
    • Design and implement key performance indicators and goals for successful role performance across the department.
    • Comply with, support, and enforce policies and procedures within the department.
    • Perform other duties as requested.

    QUALIFICATIONS:

    • Bachelor's degree preferred; minimum of five years of customer service and management experience required.
    • Excellent verbal and written communication skills.
    • Strong interpersonal and relationship building skills with internal and external customers
    • Strong decision-making skills.
    • Extensive knowledge of customer service procedures and principles.
    • Well organized and detail oriented, with the ability to work on multiple projects simultaneously.
    • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
    • Advanced level computer skills MS Office a must.
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