Customer Service Manager (Call Center)

** This position is fully on-site at our Richmond, VA office. Monday - Friday, normal daytime business hours are typically 8am - 5pm. **Job Summary The Customer Service Manager will focus on coaching our customer service team to deliver exceptional and consistent customer service to both our external and internal customer bases. This management role organizes, streamlines, communicates, and monitors administrative procedures with a clear focus on delivering quick, high-quality service in an efficient and cost-effective manner. The Customer Service Supervisor will build a strong team and shape team behaviors to accomplish desired results. The Customer Service Supervisor is accountable for efficiency (Next Day service readiness and timely reports). True success will be achieved by employing prudence and tact in interacting with others while being focused on customer and staff retention.ResponsibilitiesCustomer Service Operations Oversees, leads, trains, and assesses the customer service team and their activitiesProvides the team with regular performance-related feedback; conducts performance evaluations that are timely and constructiveTrains new employees in the company’s customer service policies, procedures, and best practicesOrganizes and oversees the schedules and work of assigned teamCloses out prior days service tickets – follows up where neededResolves customer complaints and issues while maintaining a professional and calm demeanorIdentifies opportunities to update or improve customer service proceduresMonitors the daily activities of customer service operationsAssists the customer service team with duties where requiredMonitors and authenticates cash/coin and electronic refundsMaintains documentation pertaining to the customer service department activitiesMonitors and reviews calls or other correspondence between representatives and customers for the purposes of retaining uniformity and consistencySupervises all company interns, provides interns with daily tasks, tracks their progress to ensure accuracy and completion, and handles their time cardsLeverages tools and processes to coach and train to improve the overall daily performance of the teamHandles discipline of the customer service team as needed and in accordance with company policyCommunicates daily with branch team members to ensure requests are completed in accordance with our service standardsManages and supports Office Cell Phone processEnsures Customer Service Specialists respond to issues promptly; Supports the team with complex issues or unique customer needs, such as direct purchases/service requestsCoordinates with Office Manager regarding IT/system and process improvements to streamline workflow, drive efficiency, and enable access to data, and improve decision-makingOther duties as assignedLeadership/SupervisoryLeads a team; responsible for their work quality, productivity, and overall engagement/satisfaction on-the-jobContributes to and leads efforts aligned with Company Strategy; Supports Company decisions and aligns the team to do the same; Acts as a role model for Company values and cultureSupports safety initiatives; ensures office environment is safe and secure; partners with Office Manager to ensure all procedures are documented and communicated; holds own team accountable for follow all safety guidelines and proceduresContributes to company profitability; focused on efficiency, process improvements, and receivables to minimize cost to serve while maintaining high customer service levelsRecommends staffing needs for the office; Actively and consistently recruits new talent; conducts interviews and administers recruiting administration in a timely mannerOnboards the team; ensures new hires fully understand Company policies, procedures, and performance expectations; Assesses readiness to go 'on own'; provides feedback to develop administrative, technical, and customer service skillsCreates clear, measurable goals for direct reports aligned with Company strategy; monitors progress; ensures appropriate resources are available; holds direct reports accountable to meet goalsAssesses team's work (reviews accuracy, efficiency, and observes customer interactions); recognizes and reinforces positive performance and results; provides actionable feedback to improve performance; immediately addresses misbehavior or performance issues; ensures resources & tools are available; provides thorough performance evaluations on timeDevelops a training plan for direct reports; Supports career goals and works to align with company plansVerifies timesheets; schedules team for full office coverage, approves PTO, and ensures all submissions are accurate and on time for payroll processingQualifications and Skills7+ years managing call centers or centralized service team:Experience with dispatch or field-service coordinationStrong understanding of call center KPIsProven track record developing and coaching customer service agents and managersExperience building reporting frameworksAdditional RequirementsCollege degree or equivalentAble to pass drug test/background checkProficient in office systems and tools as well as G Suite, Microsoft Word, Excel, PowerPoint, and AccessExceptional interpersonal and customer service skillsStrong organizational skills; can multitask and prioritize daily work; effectively manages timeDemonstrates critical thinking/problem solving capabilities; asks good questions; gains clarity on requestsExcellent verbal and written communication skills; fluency in Spanish is highly desired but not requiredReliable – pays attention to detail; follows through on all paperwork and assignments; concerned with qualityWell organized, consistently follows Company processes and procedures; punctual; strong attendance to ensure customer needs are metResourceful – able to work independently, actively seeks solutions to overcome obstacles and issues, and actively learns new skillsProactive – demonstrates a strong work ethic and high energy-level; takes initiative to improve operationsFlexible and team-oriented – friendly towards others, willing to go the extra mile to support the team and the customer, and easily adjusts to daily changes; CollaborativeCustomer-focused attitude and approach to work; aims to satisfy customers, vendors, and teammatesPreferredExperience in route-based industries (laundry equipment, unattended vending, HVAC, etc)Experience implementing call center Quality assuranceFamiliarity with simplicity VoIP and Salesforce.