Service Operations Lead — Customer Experience & Team Coaching

Jimmy Jazz; Black Horse (PA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Full-Time Employment

Medical, Dental and Vision

Vacation/Paid Time Off

401(k)

Family owned and operated for over 40

Job summary

Jimmy Jazz in Pennsylvania seeks an Assistant Service Manager to lead a service team, support the Service Manager, and uphold exceptional customer service standards. You will guide staff, monitor performance, and drive efficiency in daily operations.

The role emphasizes strong communication, scheduling, and problem-solving to boost customer satisfaction and service delivery within a fast-paced environment.

Qualifications

• Possesses a high school diploma or equivalent.
• Holds a minimum of 3 years of experience in a customer service role.
• Includes at least 1 year of experience in a supervisory or team leadership capacity.
• Demonstrates strong Customer Service principles and practices.
• Exhibits excellent Team Leadership and motivational abilities.
• Possesses proven Staff Supervision capabilities, including performance management and development.
• Shows strong Problem Solving and analytical skills.
• Understands principles of Operational Management.
• Communicates clearly and effectively, both verbally and in writing.
• Focuses consistently on achieving Customer Satisfaction.
• Ensures efficient Service Delivery processes.
• Manages Scheduling and resource allocation effectively.
• Proficient in using standard office software and service management systems.

Responsibilities

• Leads and mentors a team of service professionals, providing daily guidance and fostering a collaborative environment.
• Supervises staff performance, offering constructive feedback, conducting performance reviews, and identifying training needs.
• Participates in the hiring process, assists with onboarding new team members, and provides ongoing work direction.
• Ensures high standards of Customer Service by monitoring interactions, resolving complex customer inquiries, and handling escalated issues with professionalism.
• Applies strong Problem Solving skills to address operational challenges, customer complaints, and unforeseen service disruptions, implementing effective and timely solutions.
• Manages staff Scheduling to ensure optimal coverage, efficient resource allocation, and adherence to service level agreements.
• Oversees daily Operational Management, including workflow optimization, resource allocation, and adherence to company policies and procedures.
• Facilitates effective Communication Skills within the team and with other departments, ensuring clear information flow and alignment on service goals.
• Drives Customer Satisfaction initiatives by analyzing feedback, identifying areas for improvement, and implementing strategies to enhance the customer experience.
• Ensures efficient Service Delivery by monitoring KPI's, identifying bottlenecks, and implementing process improvements.
• Utilizes Conflict Resolution techniques to mediate disputes among staff or de-escalate challenging customer situations.
• Contributes to continuous improvement by suggesting and implementing new service protocols and operational efficiencies.

Skills

Customer Service

Team Leadership

Staff Supervision

Problem Solving

Operational Management

Communication

Customer Satisfaction

Service Delivery

Scheduling

Education

High school diploma or equivalent

Associate's degree in Business Administration or related field

Tools

Office software

Service management systems

Job description

Jimmy Jazz in Pennsylvania seeks an Assistant Service Manager to lead a service team, support the Service Manager, and uphold exceptional customer service standards. You will guide staff, monitor performance, and drive efficiency in daily operations.

The role emphasizes strong communication, scheduling, and problem-solving to boost customer satisfaction and service delivery within a fast-paced environment.