Customer Service Rep Manager

$88,500 - $150,500/Yr

Odyssey Logistics & Technology Corporation - Fullerton, CA

Full-time - Manager

Fullerton, CA

Administrative and Support Services

About the position

The position of Manager, Customer Service at Odyssey Hawaii is a pivotal role responsible for overseeing the customer service department. This role is essential in ensuring exceptional service delivery and customer satisfaction, which are critical to the company's success. The Manager will engage in strategic planning and effective management to continuously improve customer service operations, aligning them with the company's overarching goals and objectives. In this role, the Manager will supervise and mentor a team of customer service representatives, conducting performance evaluations and providing constructive feedback. They will implement training programs aimed at enhancing the skills and knowledge of the team. A significant aspect of this position is fostering a positive and collaborative work environment that promotes team cohesion and high morale. The Manager will also be responsible for developing and implementing customer service policies, procedures, and standards that ensure a consistent and high-quality customer experience. Monitoring and analyzing performance metrics is another critical responsibility, as the Manager will need to ensure that service levels and customer satisfaction goals are consistently met. They will handle escalated customer issues and resolve complex service problems, identifying areas for process improvements and implementing strategies to enhance customer service efficiency and effectiveness. Collaboration with other departments will be necessary to streamline operations and improve the overall customer experience. Staying updated on industry trends and best practices will be essential to keep the department competitive and innovative. Additionally, the Manager will prepare and manage the customer service department budget, monitor expenditures, and identify cost-saving opportunities without compromising service quality. Regular reporting on customer service performance to senior management will also be a key duty, utilizing data analysis to make informed decisions and improve service delivery.

Responsibilities

• Supervise and mentor a team of customer service representatives.
• Conduct performance evaluations, provide feedback, and implement training programs to enhance skills and knowledge.
• Foster a positive and collaborative work environment to promote team cohesion and high morale.
• Develop and implement customer service policies, procedures, and standards.
• Monitor and analyze performance metrics to ensure service levels and customer satisfaction goals are met.
• Handle escalated customer issues and resolve complex service problems.
• Identify areas for process improvements and implement strategies to enhance customer service efficiency and effectiveness.
• Collaborate with other departments to streamline operations and improve customer experience.
• Stay updated on industry trends and best practices to ensure the department remains competitive and innovative.
• Prepare and manage the customer service department budget.
• Monitor expenditures and identify cost-saving opportunities without compromising service quality.
• Generate regular reports on customer service performance and present findings to senior management.
• Use data analysis to make informed decisions and improve service delivery.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a customer service management role.
• Proven leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in customer service software and tools.
• Ability to analyze data and generate actionable insights.

Benefits

• Choice of medical plans with FSA, HRA and HSA options.
• Vision insurance;
• Company-paid dental and life/disability Plans;
• 401K with company match;
• Preferred vendor discounts;
• Competitive Paid Time Off.