Location
Pleasanton, CA | United States
Job description
The Customer Service Manager is responsible for communicating with customers either via phone, email or face-to-face in relation to a service done at the locations, and strategically and independently resolving their concerns. The Customer Service Manager acts on behalf of the company by promoting the company values to customers and company personnel.
REPORTING RELATIONSHIP
This position reports directly to the COO.
DUTIES AND RESPONSIBILITIES
- Delivering a comprehensive service to enquiring customers
- Delegating certain customer enquiries to Regional Managers or store Managers as appropriate
- Managing a large number of incoming calls and emails
- Communicating with internal teams to discuss warranty data
- Improving customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers' issues and independently follow problems through to resolution
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze warranty reports to identify service procedures improvements
- Using independent judgment to accept, and decline customer warranty complaints with the help of the Territory Director and Regional Manager.
- attend small claims representing the company, also has the ability to reach small claims settlement agreements to a defined amount
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Maintain an orderly workflow according to priorities
- Exercise professional judgment and independent discretion in managing customer service issues.
QUALIFICATIONS
- Experience in providing customer service support
- Working knowledge of customer service software, databases and tools
- Awareness of industry's latest technology trends and applications
- Strong client-facing and communication skills
- Ability to independently deliver comprehensive service to enquiring customers
- Excellent judgment and strategic abilities
Job tags
Salary
