The Customer Service Manager oversees the day-to-day operations of the customer service team. This includes managing, developing, and implementing policies and procedures and ensuring that customers receive the highest level of service leading professionally while creating a positive atmosphere for all teammates, with continuous improvement to the efficiency and effectiveness of the facility.

Key Responsibilities

• Manages up to 10 CSRs through CSR team lead, with ultimate responsibility for all direct reports.
• Accomplishes customer service strategies by overseeing accountabilities, communicating, and enforcing values, policies, and procedures.
• Monitor customer interactions to ensure that representatives provide excellent service and meet performance metrics.
• Provide coaching and feedback to representatives to improve their performance.
• Conduct reviews, appraisals, and review job contributions.
• Problem-solver and essential resource to the team, handling personnel and customer issues and interfacing with all internal departments to resolve problems on various levels.
• Maintains product shipments by coordinating receipt, processing, and shipment/delivery of orders. Expedites orders as needed.
• Analyze customer data and feedback to identify trends and make recommendations for improvements to the customer experience.
• Satisfies customer issues by receiving correspondence; answering inquiries; entering orders; resolving complaints.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing related results as needed.
• Effectively recruit, hire, develop, manage, and lead customer service reps to drive incremental revenue.
• Coach and mentor the customer service team toward further success and professional growth.
• Provide the team motivation and inspiration to establish and follow strategy and process.

Skills and Qualifications

• A. / B.S. in a relevant degree preferred. An advanced degree is a plus.
• 5+ years of proven experience with a successful track record of building, leading, and scaling enterprise customer service teams/remote teams
• Possess institutional knowledge of enterprise sales tools.
• I am versed in administering disciplinary action.
• Knowledge of KPI'S
• A leader by example with an unbeatable work ethic, enthusiasm for learning and teaching, and intuitive business acumen.
• A self-directed professional who knows what needs to be done and operates with a sense of urgency, focus, and discipline.
• Able to multitask and prioritize competing priorities in a dynamic, fast-paced, entrepreneurial environment.
• A strong problem-solver who is diplomatic yet effective and efficient.
• Can maintain visibility of all departmental activities that impact the business.
• Have exceptional quantitative and analytical skills.
• Hands-on; completes tasks and is dependable.
• An excellent communicator – written, verbal, presentation, and interpersonal.
• Team player with a strong sense of ownership and a "get things done" attitude.
• Proficiency with ERP systems.

Pre-Employment Screening: Drug screening and background checks are required.

Chase Technical Staffing is an Equal Opportunity / Affirmative Action employer: that does not discriminate based on race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.

ADA Statement: CHASE Technical is committed to complying fully with the Americans with Disabilities Act (ADA) and ensuring equal employment opportunities for qualified persons with disabilities.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Waukegan, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)

Work Location: In person

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