Job Details
Customer Success Manager
Our Customer Success Manager leads and empowers our Customer Success Representatives (CSR s) and Dispatch Success Representatives (DSR's) to build long-lasting relationships, maintain and expand the customer base, and meet company goals through delivering exceptional service to all they interact with.
Objective: To make every customer an advocate of the company; a customer who will speak highly of the services and recommend them to family, friends, and neighbors. All staff members are responsible for building and maintaining strong, long-lasting customer relationships where customers needs and expectations are met each and every time they interact with the company.
Essential Functions:
- Provide guidance and leadership for team members to achieve effective communication, problem solving, and efficient processes.
- Recruit, develop, train, and mentor existing and new CSR s/DSR's in superior customer service for both internal and external customers.
- Hold bi-weekly CSR meetings to facilitate team building and open dialogue.
- Attend and participate in monthly department meetings, focusing on staff development and customer service refinement suggestions such as script modifications/additions.
- Coordinate and train company personnel, including support, service, and management staff, to meet performance objectives and customers expectations.
- Identify new opportunities with existing clients through up-selling and cross-selling.
- Manage and resolve all conflicts with clients in a timely, efficient manner.
- Make periodic follow-up calls to customers to measure satisfaction and gather feedback.
- Communicate customer issues and concerns to all applicable internal staff members.
- Responsible for staff scheduling including work assignments/rotations, training, vacations, employee breaks, overtime assignments, and shift rotations.
- Review daily work orders for further development and training of CSR staff.
- Review recorded customer interactions for training opportunities.
- Determine when a customer s needs require escalation.
- Document all contact, actions, and responses in customer notes.
- Maintain working knowledge of products and/or services.
- Establish productive, professional relationships with key account personnel.
- Prepare reports and correspondence as needed.
- Exhibit exemplary customer service at all times.
- Perform other duties as assigned by Executive Management.
Qualifications:
- Minimum of five years related experience and/or training in customer service within a service industry, or equivalent combination of education and experience.
- Knowledge of the industry is recommended but not required.
- High School Diploma or Equivalent.
- Proficient computer skills including Microsoft Outlook, Word, and Excel, as well as standard office equipment such as printer, scanner, copier, and fax machines.
- Ability to multi-task and be well-organized; able to manage priorities and workflow.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Commitment to excellence and high standards.
- Ability to work independently and as a team member.
- Ability to understand and follow written and verbal instructions.
- Acute attention to detail.
- Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
- Ability to perform diversified clerical functions.
- Ability to effectively communicate with people at all levels and from various backgrounds.