Customer Service Manager

Filinvest Development Corporation; United States; Sur place; USD 75 000 - 110 000; Plein temps

Résumé du poste

Countrywide Water Services Inc. (CWSI) seeks a Customer Service Manager to lead all customer service operations, ensuring SLA adherence and timely resolution of inquiries to achieve high customer satisfaction.

You will oversee ticket management, helpdesk coordination, customer communications, and public content across social media and the company website. You will set standards, drive process improvements, manage a team, and collaborate with Operations, Billing, IT, and other departments to meet

Qualifications

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Experience in customer relationship management and service delivery.
• Ability to drive process improvements and project management.
• Proficient in data analysis and reporting.
• Experience managing social media and digital communications.
• Stakeholder coordination and problem-solving abilities.
• Proficiency with CRM, Helpdesk, and MS Office suites.

Responsabilités

• Lead the overall customer service operations and SLAManagement, ensuring timely resolution per SLAs.
• Develop and implement standards, policies, and process improvements to boost CSAT and efficiency.
• Review and approve customer-facing communications and manage digital channels and content.
• Lead, coach, and evaluate the customer service team; set KPIs and coordinate with multiple departments.

Connaissances

Leadership

Communication

Customer relationship management

Process improvement

Data analysis

Social media management

Stakeholder coordination

Problem solving

Formation

Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management

Outils

CRM software

Helpdesk software

Microsoft Office

Description du poste

Company: Countrywide Water Services Inc. (CWSI)

Position Title: Customer Service Manager

Job Summary

The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.

Duties and Responsibilities

1. 1. Customer Service Operations & SLAManagement

   Lead the overall customer service operationsby ensuring customer tickets, requests, and complaints are resolved withinestablished Service Level Agreements (SLAs); monitor performance metrics,coordinate with the Helpdesk and concerned departments for timely resolution,manage escalations, and drive customer satisfaction through effective servicedelivery.

2. 2. Customer Experience & Process Improvement

   Develop and implement customer servicestandards, policies, and process improvements to enhance operational efficiencyand customer experience; analyze customer feedback and service trends,establish corrective actions, and lead continuous improvement initiatives to improve CSAT and service quality

3. Corporate Communications & DigitalChannels

   Review and approve all customer-facingcommunications including announcements, advisories, notices, and correspondenceto ensure accuracy and consistency; spearhead the development, maintenance, andcontinuous improvement of the company's website and official social mediaplatforms to enhance customer engagement and public information dissemination.

4. 4. Leadership, Performance Management &Stakeholder Coordination

   Lead, coach, and evaluate the Customer Serviceteam; establish performance targets and KPIs, conduct regular coachingsessions, prepare management reports, and collaborate with Operations, Billing,Collection, IT, and other departments to achieve organizational customerservice objectives.

OTHERFUNCTIONS

Perform other assignedfunctions as needed.

Technical Competencies and Skills

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Customer relationship management.
• Process improvement and project management.
• Data analysis and reporting.
• Social media management and digital communications.
• Stakeholder coordination and problem-solving.
• Proficiency in CRM, Helpdesk, Microsoft Office

Education, Trainings and Licenses Required

Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management