Residential Customer Service Manager

Mannington Mills, Inc.
United States, Georgia, Calhoun
1844 U.S. 41 (Show on map)
Feb 08, 2025
Job Responsibilities: Hire, train, and supervise customer service representatives, providing ongoing coaching and performance feedback to ensure adherence to company standards. Conduct regular reviews of customer service interactions to identify areas for improvement and ensure consistent service delivery Track key customer service metrics (e.g., call volume, resolution time, customer satisfaction scores) to identify areas for improvement and implement necessary adjustments. Conduct regular reviews of customer service interactions to identify areas for improvement and ensure consistent service delivery. Actively monitor customer inquiries, complaints, and escalated issues, ensuring timely and effective resolution to maintain customer satisfaction. Meet customer service financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures. Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results. Establish and maintain customer service policies and procedures, including guidelines for handling customer interactions, complaints, and escalations. Implement production, productivity, quality, and customer-service standards. Audit customer service procedures and trends and determine system improvements. Enforce company policies and procedures. Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations. Work with other departments (sales, marketing, product development) to ensure seamless customer experience and address customer concerns effectively. Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Use reason even when dealing with emotional topics. Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Must have excellent verbal and written communication skills. Must be a self-starter and work with minimum supervision. Must be able to respond to time-sensitive situations with a sense of urgency. Must be detail oriented. Must have excellent administrative skills. Must have strong interpersonal skills. Must have multi-tasking abilities to prioritize and meet deadlines. Must have excellent problem-solving skills. Must have the ability to be persistent and tactfully pushy. Must be able to manage confidential information. Must be courteous and professional. Project Management - Develop project plans; Coordinate projects; Communicate changes and progress; Complete projects on time and budget; Manage project team activities. Technical Skills - Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Shares expertise with others. Interpersonal Skills - Focuses on resolving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Teamwork - Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's efforts to succeed. Change Management - Develop workable implementation plans; Communicate changes effectively; Build commitment and overcomes resistance; Prepare and support those affected by change; Monitor transition and evaluate results. Delegation - Delegate work assignments; Match the responsibility to the person; Give authority to work independently; Set expectations and monitor delegated activities; Provide recognition for results. Leadership - Exhibit confidence in self and others; Inspire and motivate others to perform well; Influence actions and opinions of others; Accept feedback from others; Give appropriate recognition to others. Professionalism - Approach others in a tactful manner; React well under pressure; Treat others with respect and consideration regardless of their status or position; Accept responsibility for own actions. Safety and Security - Observe safety and security procedures; Determine appropriate action beyond guidelines; Report potentially unsafe conditions. Adaptability - Adapt to changes in the work environment; Manage competing demands; Change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Innovation - Display original thinking and creativity; Meet challenges with resourcefulness; Generate suggestions for improving work; Develop innovative approaches and ideas; Presents idea and information in a manner that gets others' attention. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Bachelor's degree from four-year college or university and/or 5 to 10 years related experience in Customer Service, or related field. Language Skills Must be able to communicate with Management, Sales Force, and Customers. Must have excellent telephone etiquette. Must be professional in all communications. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills To perform this job successfully, an individual should have knowledge of Microsoft Word; Excel; PowerPoint; Outlook; etc. SAP experience preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.