Customer Service Manager

Customer SupportHybrid Remote, ATLANTA, Georgia


Description

Position at Balkamp

Position Mission:

The Customer Service Manager will manage and work with a team of Call Center Representatives. This manager will work directly with other Department Managers on scheduling, attendance, and ongoing workflow for the team. Employee will communicate regularly with the Director of Customer Service along with other departments within the organization. This position will be involved in all facets of Customer Service, requiring an excellent ability to develop and maintain strong vendor and customer relationships.  Equally important will be strong internal communication and collaboration skills.

Responsibilities:

  • Report and communicate effectively across the organization.
  • Team environment focused.
  • People development skills.
  • Effectively manage customer issues, working directly with suppliers and/or other departments as necessary.
  • Provide ongoing feedback to Customer Service Representatives regarding performance (positive and negative).
  • Communicate and monitor agent quota and quality requirements.
  • Identify communication gaps and effectively work to eliminate them by monitoring calls and e-mails.
  • Move Customer Service Representatives according to workloads within ques by creating reports to monitor and creating changes where needed.
  • Assist with calls/customers as needed.
  • Develop and Manage Customer Service Representative Schedule’s for arrival, breaks, lunch, and departure as well as vacation and personal time usage.
  • Identify and execute on process improvement plans to continually enhance top levels and efficiencies of the Customer Service Department.
  • Efficiently work and manage assigned project tasks to meet established objectives.
  • Regularly work with other departments, experts, vendors, customers, etc., both internal and external to the company, as necessary.
  • Escalate issues appropriately with respect to business impact.
  • Display patience with vendors and/or customers who make demands.
  • Listen non-defensively and be open to constructive criticism; ask questions to clarify concerns.
  • Confront difficult situations; maintains objectivity and keeps emotions under control in stressful situations.
  • Create a clear definition of work to be delivered; ensure that delivery meets the given timeframe.
  • Maintain files on each representative pertaining to attendance, production, and reviews.
  • Maintain open lines of communication to help foster a partnership.
  • All other duties assigned by the Director of Customer Service.

Experience Requirements:

Requirements include but may not be limited to the following:

  • Degree in Business preferred, or 5+ years of equivalent experience required working various business functions.
  • Minimum 2 years’ experience required working in a client relationship management role; experience in automotive aftermarket preferred.
  • Strong analytical ability.
  • Ability to multi-task and manage multiple priorities in a deadline driven environment while remaining organized.
  • Must be self-motivated and detail oriented.
  • Independent judgement is required to plan, prioritize, organize, and accomplish diversified work objectives.
  • Excellent verbal and written communication skills.
  • Excellent external and internal customer service skills.
  • Strong organizational and time management skills.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.