A Customer Service Manager (CSM) ensures that the assigned Team of Customer Service Representatives (CSR’S) in his/her service area work in accordance with Company safety guidelines in a productive and efficient manner also that the delivery vehicles and equipment are clean, maintained and used in a safe manner. Responsible for overall results and Customer Retention in his/her service area by ensuring that the Team of CSR’S provide excellent Customer Service to each and every Customer on each delivery. Diligently work with the Team of CSR’S to ensure that we are promoting the Company, its core values and its product and services. The opportunities for Safety/Customer Retention/Growth are identified and shared with the CSR’S through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program and routine route observations. Responsible for Managing and executing all Service related Training Programs for the assigned Team of CSR’S. As needed to meet business demands, CSM will be required to hold Commercial motor vehicle certifications and licenses to directly work a delivery route as needed to meet customer service objectives.
ESSENTIAL JOB TASKS AND ACTIVITIES
Typical tasks and activities for this job include, but are not limited to the items listed below. Additional duties may be assigned from time to time as needed by management.
–Proactively manages day-to-day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the Company’s products and services.
–Manages day-to-day activities of customer service program[s] for assigned area. Sets clear expectations for customer service and leads by example.
–Proactively manages day-to-day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with Company’s products and services.
–Obtains targeted results from assigned Service Team in areas such as, but not limited to: safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
–Completes in person (or via remote means) CSR end of day activities (including but not limited to: route settlement, CSR goal setting, coaching, etc.) each day.
–Completes visits with key accounts in accordance with C3 Account Management Program goals. Complete all follow-up reports and recordkeeping as needed in a timely manner.
–Completes system (ABS) activities in an accurately and timely manner to ensure records are maintained.
–Under the direction of the COM, assists in the installation of new customers as defined by the branch specific responsibilities.
–Delivers and participates in training programs to ensure customer retention and service goals are met.
–Communicates (meets) weekly with direct reports to assess customer service programs. Anticipates and addresses customer questions and concerns in a timely and effective manner.
–Ensures follow up and timely resolution of all customer alerts and customer communication. Collaboratively works with branch resources to systematically resolve customer service issues. Constantly seeks satisfaction from customers in service area.
–Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch / General Manager.
Team Staffing and Development
–Builds and maintain relationships with CSR team and extended service team.
–Effectively evaluates, coaches, and develops Customer Service Representative’s service and sales skills and techniques for meeting service and sales goals. Ensures time is allocated for skill development. Motivates and develops team performance in accordance with company goals and values.
–Holds formal yearly performance discussions (including informal quarterly check-ins and formal mid-year check-ins) with each direct report on his/her assigned team(s).
–Responsible for the execution and the timely and effective completion of customer service training programs for his/her assigned service team.
–Ensures that all new hire training programs are effectively utilized and implemented for new employees.
–Maintain and support corporate financial and service standards.
–Ensures that Company policies and all applicable laws for recruitment and interviewing are followed.
–Actively ensures that all safety training and compliance programs are being followed by all service employees in their area of responsibility.
–Ensures daily and weekly fleet inspections/audits/reviews are completed in a timely manner. Files all required reports and documentation as needed.
–Investigates and reports on all accidents, or incidents, within 24 hours or notification.
–Ensures all safety records and documentation are completed in a timely manner.
–Maintain and support corporate financial and service standards.
–Proactively assists branch, zone, CRC staff and management around project activities geared toward achieving specific operational and/or financial objectives.
–Demonstrate and develop in the competencies aligned with the job.
–Steadfastly uphold and adhere to company values of integrity, respect, responsibility, and trust.
The requirements listed above are representative of the standard job duties required for all locations. Additional specific work detail and instruction may vary by location.
Supports and manages the retention and service efforts of all customer service representative for assigned service area. Works with Customer Operations Manager, General Manager/Branch Manager for approval on personnel action.
Team and Work Orientation
This position will be expected to work with Zone and Branch Management to collaboratively support, develop, and manage on matters of all business impact. This position will be expected to oversee the work of three to six (typically) CSRs and their associated service routes.
Customer Service Manager will have an assigned workplace for administrative duties. This position is also expected to spend time traveling, with service professionals on routes, and in customer locations as well as in the depot. Frequent visits to production floor will be required. Production floor with have loud noises, heat, and hazardous equipment in use. Ambient temperatures can range from –10 degrees to 100 degrees Fahrenheit.
Twenty –five to thirty percent of this job will require local travel (no overnight). Due to certain geographic delivery areas, Ten percent of this job will require overnight travel.
The expectation is that the work week for this position is not tied to any particular number of hours, but rather is based on overseeing the operation during normal business hours of a laundry rental business. As such additional hours may be necessary to complete required duties (for example, additional hours may include being accessible during non-operating hours, being available on- premise during non-operating hours or being available to work on weekends or holidays). Must have the ability to lift up to 75 lbs.
Potential candidates for this job will be sought that have strong indication of capability with the following items.
Commercial Vehicles Operation
–Must be physically qualified to drive a Commercial Motor Vehicle and carry a medical examiners certificate (where required) stating such qualifications as dictated by Company, Federal (Such as FMCSR 391.41) or Provincial regulations in the country in which the job duties will take place.
–Associates’ Degree in business or related discipline or equivalent business/work experience
–Two to four years experience in a service environment
–Proven track record of increasing responsibility with documented business results
–Ability to service and deal with a wide variety of customers
–Proven ability to build effective professional relationships cross-departmentally and with vendors and suppliers.
–Proficiency with English [Spoken and Written] (U.S – Canada, exclusive of Québec).
Preferred Education Experience
–Bachelor’s Degree in business or related discipline or equivalent business/work experience
–Strong attention to detail with the ability to work within a fast-paced environment, yet willing and able to work effectively with ambiguous circumstances.
–Demonstrated capability with the listed competencies for the position.
(Note that the Company encourages promotion from within and in those circumstances where external talent is recruited relevant work experience would include things like similar background, experience and proven performance in a closely related company or industry).
Potential candidates for this job will be sought that have best mix of capability and or proficiency with the following key skills that have been determined important for success in this job.
Typical knowledge sets for this position include, but are not limited to:
Sales and Marketing, Customer and Personal Service, Administration and Management, and Personnel and Human Resources.
Typical leadership and workplace skills for this position include, but are not limited to:
Monitor Processes, Materials, or Surroundings for Action, Guiding, Directing, and Motivating Subordinates, Developing and Building Teams, Organizing, Planning, and Prioritizing Work, Coaching and Developing Others
Typical communication and interpersonal skills for this position include, but are not limited to:
Establishing and Maintaining Interpersonal Relationships, Communicating with Supervisors, Peers, or Subordinates Selling or Influencing Others, Oral and written Expression and Comprehension, Communicating with Persons Outside Organization, and Problem Sensitivity.
Typical analysis and cognitive skills for this position include, but are not limited to:
Monitor Processes, Materials, or Surroundings, Deductive and Inductive Reasoning, Social Perceptiveness, Service Orientations and Action, Judgment and Decision Making, Problem Sensitivity, Resolving Conflicts and Negotiating with Others
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