Customer Service Manager

$50,000 - $55,000/Yr

On Site Companies - Saint Paul, MN

Full-time - Mid Level

Saint Paul, MN

Waste Management and Remediation Services

About the position

The Customer Experience Manager at On Site Companies is responsible for leading a team of Customer Experience Coordinators to deliver exceptional customer service. This role involves understanding customer needs, providing product and technical support, and developing strategies to enhance customer satisfaction. The manager will also handle escalated customer inquiries and collaborate with various departments to streamline processes and improve the overall customer experience.

Responsibilities

• Develop, implement, and execute strategic customer service strategies aligned with the Proven Process.
• Set clear customer service goals for the team, monitor performance, and provide constructive feedback and coaching.
• Lead the customer experience team to ensure first-call resolution for customer inquiries.
• Act as the first point of contact for customer escalations, focusing on effective conflict resolution.
• Collaborate with the Director of Sales to understand sales goals and align team objectives to meet targets.
• Develop and implement comprehensive product knowledge training.
• Standardize the approach for customer experience coordinators in call handling, order processing, upselling, troubleshooting, and resolution.
• Partner with various departments to streamline business processes for improved customer experience.
• Identify customer trends and propose effective solutions.
• Manage customer inquiries and complaints in a timely and professional manner.
• Monitor customer feedback and leverage it to enhance our services and products.
• Analyze customer data to identify trends and potential issues, developing strategies for improvement.

Requirements

• 3-5 years of customer service management experience.
• Proven success in resolving customer issues and enhancing satisfaction.
• Valid driver's license.
• Experience with Salesforce utilization and administration is a plus.

Nice-to-haves

• Experience in operations management.
• Technical support experience.

Benefits

• Paid training
• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Referral program