Customer Service Manager

Chadwell Supply; Tampa (FL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary Based on Experience

Medical, dental, vision insurance

401K

Paid time off accrual

Paid holidays off

Employee Discount Program

Long-term Career Opportunities

Job summary

Chadwell Supply is seeking a Customer Service Manager in Tampa, Florida. This role involves overseeing a team of Customer Service Representatives, ensuring optimal performance, and participating in recruiting and training processes. Ideal candidates will have at least 5 years of customer service experience, including 2 years in a management role. The position offers a competitive salary based on experience and includes comprehensive benefits such as medical, dental, and 401K, with guaranteed 40 hours per week and no weekends.

Qualifications

• Minimum 5 years of customer service experience required.
• At least 2 years in a Manager or equivalent role.
• Advanced ability with MS Office Suite and SalesPad.

Responsibilities

• Monitor incoming call queues and ensure coverage.
• Participate in recruiting and training new employees.
• Approve timecards and administer performance reviews.
• Coach and develop employees to be successful.

Skills

Customer service skills and focus

Excellent communication skills

Organizational skills

Time management skills

Interpersonal skills

Advanced English skills

MS Office Suite proficiency

SalesPad proficiency

Education

High school diploma or GED

Job description

Smart, Innovative, and Hard-working? Perfect! We are growing and need the right people with the right mindset. Join our family and find a home where you will enjoy working with your peers, be challenged to work hard, and have some fun in the midst of it all.

Benefits

• Competitive Salary Based on Experience!
• Full Time: Monday-Friday, 8am - 5pm OR 9am - 6pm.
• Guaranteed 40 hours per week, hybrid opportunities available upon completion of training, and no weekends!
• We offer medical, dental, vision, life insurance, disability, 401K, 104 hours paid time off accrual, paid holidays off, and more!
• Employee Discount Program!
• Long-term Career Opportunities! Many of our leaders started with Chadwell Supply looking for a job, just like you, but found long-term career opportunities at one of our 29 Branches across the Country.

Overview

The Customer Service Manager is responsible for the performance of the Customer Service Representatives, facilitating the sale of stock items to Chadwell Supply customers, as well as accurately quoting pricing and delivery. The Customer Service Manager monitors the incoming call queues and helps with scheduling to ensure all queues are covered and acceptable hold times are maintained.
In addition, the Customer Service Manager participates in the recruiting, hiring, and training of new employees and approves timecards, administers performance reviews, and applies disciplinary measures as appropriate, all while coaching and developing their employees to be successful at Chadwell Supply.

What you will need

• A high school diploma or GED is required.
• A minimum of 5 years of customer service experience is required, with at least 2 years in a Manager or equivalent leadership role.
• Demonstrated customer service skills and focus.
• Excellent communication, organizational and time management skills.
• Excellent interpersonal skills.
• Advanced verbal and written English language skills.
• Advanced ability with MS Office Suite products (Word, Excel, PowerPoint, and MS Outlook) and SalesPad.

How you will make an Impact

• Ensure appropriate training of all new Customer Service Representatives on SalesPad.
• Monitor all queues on the Switchboard to achieve acceptable hold times.
• Monitor calls and identify areas of performance that need to be addressed through additional training.
• Facilitate the mailing of all weekly invoices and monthly statements.
• Process all credit card refunds for merchandise purchased with a credit card.
• Maintain and update the time-off schedule and all PTO requests.
• Oversee the handling of the order review order, web, return review and payment review queues.
• Print and post daily and weekly call reports, including average talk time, and queue hold times.
• Facilitate monthly Customer Service meetings and monthly Team Lead meetings to increase accountability and encourage good morale on the floor.