Customer Service Manager

Servpro Industries, Inc.; Portland (OR); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Bonus based on performance

Company car

Competitive salary

Free uniforms

Opportunity for advancement

Paid time off

Vision insurance

401(k) matching

Company parties

Dental insurance

Health insurance

Training & development

Job summary

A property restoration service in Portland seeks a Customer Service Manager to oversee Production Technicians and ensure excellent customer service. Responsibilities include recruiting and training staff, handling service issues, and developing customer service strategies. Candidates should have strong communication skills and experience in customer support. A high school degree is required, with a preference for a Bachelor's in business. Competitive salary and benefits offered.

Qualifications

• Experience in customer support or sales is desirable.
• Able to think fast and find answers quickly.
• Comfortable in leadership and team-player roles.

Responsibilities

• Schedule and supervise production technicians.
• Handle customer service issues beyond technician capability.
• Manage budget and set customer service policies.

Skills

Excellent customer care and focus

Excellent verbal and written communication skills

Able to multitask and prioritize

Self-motivated and self-directed

Customer-focused for a positive experience

Education

High school degree or equivalent

Bachelor's degree in business administration or related field preferred

Tools

Basic computer skills

Job description

Benefits:

• Bonus based on performance
• Company car
• Competitive salary
• Free uniforms
• Opportunity for advancement
• Paid time off
• Vision insurance
• 401(k) matching
• Company parties
• Dental insurance
• Health insurance
• Training & development

Customer Service Manager Job Summary

The customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule Production Technicians, resolve emergency issues, provide training for new employees, and handle service issues beyond Production Technicians capability. You will also be required to meet all customer and company expectations.

Customer Service Manager Duties and Responsibilities

• Recruit, hire and train new production technicians
• Generate sales from production technicians to up-sell and cross-sell
• Research strategies to further improve the customer experience
• Schedule calendar for production technicians
• Distribute work
• Develop standards and procedures
• Document customer service discussions and actions
• Maintain accurate records and files of documentation
• Provide sales goals and encouragement to achieve goals
• Manage budget and expenses
• Set and maintain all customer service procedures and policies
• Record, organize, and file customer interactions and profile/account changes
• Provide resources for quality customer service
• Implement customer service strategies to improve quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow
• Evaluate production technicians performance

Customer Service Manager Requirements and Qualifications

• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Able to multitask, prioritize, and manage time efficiently
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Comfortable in both a leadership and team-player role
• Creative problem solver who thrives when presented with a challenge
• Focused on customer service
• High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
• Previous experience in customer support, client services, sales, or a related field
• Excellent at communicating over the phone and handling phone systems
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts
• Able to concentrate on multiple problems at once
• Excellent time management and prioritization skills
• Ability to answer phone, listen actively, relay information, and type basic information simultaneously
• Customer-focused for a positive customer experience and resolution

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.