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Job Details
Ashley Furniture
Customer Service Manager 3
Summary:
The Customer Service Manager is responsible for planning and managing the day-to-day operational activities and resources in the Customer Care contact center, while driving continuous improvements that align with leadership and corporate strategy. This individual will display leadership traits to promote a positive and professional environment. This position will ensure an efficient workload and workforce balance and effective utilization of trained resources in support of the organization’s mission, vision, and values. The customer service manager will provide wise and sound decisions for customer enhancement and employee development. This role focuses on all aspects of customer satisfaction and care as well driving change and encouraging growth to achieve the company mission of “world class customer service.”
Responsibilities:- Manage the day-to-day operations of the Customer Service team ensure an excellent customer experience, adherence to standard operating procedures, and high-efficiency completion of tasks.
- Drive and lead change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times.
- Manage proper staffing levels to ensure coverage for work completion and availability for customers.
- Make decisions and solve problems by analyzing information and evaluating results to optimize the customer experience.
- Manage, oversee and implement strategic initiatives to the teams ensuring accountability for key measures
- Collaborate with other customer care departments and business partners to ensure a high level customer experience.
- Collaborate with the IT department on current system functionality as well as system improvements
- Work with Customer Service teams to develop and manage key process measures within each area of responsibility.
- Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
- Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
- Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.
- Audit, maintain and ensure employee time-keeping and absentee records are accurate.
- Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
- Demonstrate the Company’s Core and Growth Values in the performance of all job functions.