Customer Service Manager

A leading Electric Vehicle (EV) charging manufacturer seeks a qualified Customer Service Manager to lead a high performing team of customer service individuals. The successful candidate will be well versed in all facets of customer service activities, including case management, project management, and customer engagement. We are looking for individuals that will ensure operational quality and longevity of our product as ordered by our customers.

Job Responsibilities:

• Align customer service initiatives and activities to support business objectives
• Manage all incoming/outgoing communication to assure timely and comprehensive responses through to resolution
• Improve customer service quality by analyzing, evaluating, and re-designing processes
• Create and maintain process and training documentation
• Design, monitor, and analyze critical success metrics for efficiency and service quality
• Be the point of contact for escalated service inquiries and responsible for resolution of inquiry
• Develop a customer service team that address and resolve customer inquiries
• Build and offer training that includes ongoing development and career pathing
• Facilitate regular service team meetings and keep team updated on objectives
• Oversee performance of service team members and make appropriate recommendations regarding salary adjustments, promotions, and disciplinary action
• Ensure that customers (internal and external) are satisfied with products and services
• Conduct business with the highest standards of personal, professional, and ethical conduct
• Perform or assist with any operations as required to maintain workflow and to meet schedules
• Ensure all safety precautions are followed while performing the work
• Attend meetings as required, make presentations, and provide input/expertise regarding customer service issues
• Perform any range of special projects, tasks and other related duties as assigned

Requirements:

• Bachelor’s degree with a minimum of 5 years work-related experience
• Minimum of 3 years’ experience managing and directing employees
• Experience with CRM in a contact center environment. Salesforce preferred
• Proficiency in Windows and all Microsoft Office applications
• Ability to anticipate project needs and work through shifting priorities to meet deadlines
• Excellent written and oral communication skills with all levels of the organization
• Highly organized, detail-oriented, with good analytical skills and business judgment
• Strong customer and employee focus skills (listening, empathy, solution-focused)

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

EEO Statement

Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Santa Ana, CA 92705: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience do you have managing and directing employees?

Education:

• Bachelor's (Required)

Work Location: One location

Salary : $76,400 - $96,800