Apply on Employer Site

The Hillman Group · 2 days ago

Customer Service Manager

Dallas, TX

Full-time

Onsite

Mid Level

The Hillman Group is a company focused on customer satisfaction, and they are seeking a Customer Service Manager to lead and develop their Customer Service department. The CSM will be responsible for monitoring call volume, producing effective reporting, resolving customer issues, and managing the department within budget.

Consumer GoodsRetail

Responsibilities

Monitors call/email/chat volume activity; direct available resources as necessary to ensure a timely response, quality service and achieve quantitative standards

Produces “on-time” effective reporting to drive analytics, KPI’s and customer satisfaction

Works with departments to ensure the proper flow of orders and quickly resolves issues timely

Prepares reports and analyze data to improve processes and ensure resources are properly allocated and maximize efficiency and customer satisfaction

Research customer escalations, provide root cause analysis, and respond to emails from leadership team or customers

Manages department within approved budget and continually seeks cost-saving opportunities

Supervises designated employees; communicates expectations; monitors and appraises job results; counsels and disciplines as needed; provides appropriate training and development; interviews applicants and selects new employees; monitors attendance

Qualification

Customer service managementData analysisBudget managementStaff supervisionProfessionalismProblem-solvingCommunication skills

Required

High School diploma or GED equivalent is required

Demonstrates a general knowledge of the organization's mission, vision, and values; understands core products and services

Complies with basic organizational policies, regulations and demonstrates knowledge of the strategic direction of the organization

Prioritizes work to deliver objectives on time, and to the highest standard while following direction and seeking clarification when required

Actively contributes to evaluation of possible solutions to problems

Adheres to standards of professionalism in all work situations, they have high expectations of self and others and demonstrates commitment to their job