Customer Service Manager

$60,000 - $70,000/Yr

Bingham Equipment Company - Mesa, AZ

Full-time - Mid Level

Mesa, AZ

11-50 employees

Merchant Wholesalers, Durable Goods

About the position

Bingham Equipment Company is seeking an experienced and energetic Customer Service Manager to lead and enhance their customer support team. This role involves providing strategic direction, supervision, and leadership for the customer support center while actively engaging with customers through various communication channels. The ideal candidate will be customer-focused, organized, and possess strong analytical skills to drive exceptional customer service and operational efficiency.

Responsibilities

• Manage incoming phone call/email/web chat volume
• Set and monitor KPIs and goals related to customer contact support
• Create training materials and provide mentorship to a team of 3-5 customer support staff
• Monitor team performance and implement performance improvement plans as needed
• Provide backup support on customer communication channels when necessary
• Handle customer escalations and de-escalate situations calmly
• Manage incoming leads and communicate sales opportunities to the sales team
• Translate customer trends to other departments to drive innovation and satisfaction
• Collaborate with leadership to define and prioritize customer support initiatives
• Provide regular updates and strategic recommendations to leadership on customer support initiatives
• Stay informed on industry news and trends related to customer support technologies

Requirements

• 3-5 years' experience in customer service or call center environment, preferably in e-commerce
• At least 1 year in a supervisory or management role in customer service or call center
• Excellent customer service skills
• Ability to handle stressful situations calmly
• Exceptional problem-solving and analytical skills
• Familiarity with phone systems, IVRs, and CRM
• Detail-oriented with a high level of ownership over work
• Excellent written and verbal communication skills

Nice-to-haves

• Familiarity with equipment and/or parts related to farming, construction, or automotive

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Retirement plan