Customer Service Manager

JOB TITLE: Customer Service Manager

SUMMARY: We’re currently seeking a seasoned customer service professional to be our Customer Service Manager. Our Customer Service Manager will maintain a harmonious working relationship with each franchise owner, the regional office operations department, the Regional Director and the clients serviced by our franchise base.

ROLE & FUNCTION:

• Oversee and manage a team of customer service professionals
• Develop and implement customer service policies and procedures
• Handle escalated customer complaints and provide resolutions
• Monitor customer interactions to ensure quality and adherence to company standards
• Train and coach customer service representatives on best practices
• Conduct performance evaluations and provide feedback to team members
• Collaborate with other departments to improve overall customer experience
• Analyze customer feedback and data to identify areas for improvement
• Keep up-to-date on industry trends and market conditions
• Educate and train customer service staff in multiple regions
• Build and enrich new and existing relationships with top-tier ‘blue-chip’ clientele
• Conduct regular ZOOM calls with customer service team
• Refine and deploy our Jani-King customer service ‘playbook’
• Handle escalations from customer service representatives
• Monitor and analyze customer satisfaction levels to improve upon

SKILLS:

• Strong administrative and organizational skills
• Excellent math skills for handling financial transactions
• Knowledge of market trends and customer preferences
• Exceptional phone etiquette and communication skills
• Ability to manage time effectively and prioritize tasks
• Proficient in using customer service software and tools
• Strong problem-solving and decision-making abilities

EDUCATION and/or EXPERIENCE:

High school diploma or general educations degree (GED) and one year of customer service experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating, policies and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively, with clear communication skills, before groups of customers, franchisees, or employees.

COMPUTER SKILLS:

Must be computer literate and have a working knowledge of Microsoft Office, including Word, Excel, and Outlook, as well as web-based applications.

REASONING ABILITY:

Ability to deal with various challenges and to ‘read’ customers professionally while communicating with them, sustaining a calm and positive demeanor, and handle ‘surprise’ situations professionally and the with positive.

OTHER SKILLS and ABILITIES:

• Highly organized
• Time-management
• CRM usage
• Phone/Computer Etiquette
• Customer de-escalation

COMPENSATION PLAN:

• JOB TYPE: Full-time
• SALARY: $55,000 - $75,000 annually (**based on prior career experience)
• BENEFITS: 401(k), Health & Medical Insurance, Paid time off, travel reimbursement, as well as bonuses
• EXPERIENCE LEVEL: 3 – 5 years of prior customer service management experience
• REQUIRED TRAVEL: 50%

Join our team of dedicated of dedicated professionals who’re committed to providing exceptional customer service. To apply, please submit your resume via this Indeed posting.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Experience:

• Customer service: 3 years (Required)

Work Location: In person

Salary : $55,000 - $75,000