Apply on Employer Site

Empire Today · 15 hours ago

Area Customer Service Manager

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $80K/yr

4+ years exp

Empire Today is seeking an Area Customer Service Manager responsible for managing customer service activities and supervising department personnel. The role focuses on ensuring excellent service delivery and overseeing customer service practices and initiatives.

Building MaterialRetail

Responsibilities

Assign newly entered customer service requests to appropriate team members

Track and review Service Request reports daily to ensure on-time delivery and customer satisfaction

Export data from database and input into an excel spreadsheet for assignment and prioritization

Plan and disseminate daily assignments to employees

Conduct bi-weekly one on one meetings with subordinates to review current productivity and any developmental opportunities

Regularly spot check subordinate customer call activity and call quality as well as perform service request management audits, Coach team members on improvement strategies

Monitor all SRs assigned to Area Customer Service Associates to ensure swift completion

Execute the implementation of training activities to improve Customer Service Scores

Conduct the daily Customer Meeting for each of the markets within their Area

Complete bi-weekly Manager review guide (MRG) activities within Smartsheet’s for each of the markets within their Area

Limit risk exposure by providing input and perspective on customer service legal matters and the settlement of disputes

Make job related calls to customers and collect feedback from customers to ensure that they are pleased with their purchase (as needed)

Request and collect referrals from every satisfied customer during the post installation call process (as needed)

Provides feedback to the company regarding service failures or customer concerns

Enforce performance standards to meet Customer Service Empire Operating System (EOS) key performance indicators

Ensure the Customer Service Day In The Life Of (DILO) is being utilized by team

Identify problems or concerns and expedite to appropriate Manager or Coordinator for resolution

Regular communication with customers to solve complex service-related issues over the authority level of subordinate staff members

Monitor the All-Promoter Score (APS) metric daily to evaluate the organization’s customer service ratings, trends, and customer comments to continually improve performance

Address and solution all legal and escalated customer service-related issues (Better Business Bureau, Attorney letters, etc.)

Serve as a resource to staff in resolving customer service issues

Supervises the daily operation of customer service personnel, to include hiring, discipline, coaching, training, and evaluating performance

Assist the legal department in troubleshooting customer issues that require special handling

Represent the organization at hearings and other state agencies as needed

Perform other functions as necessary or as assigned

Qualification

Customer service experienceManagement experienceFlooring industry experienceMS Office proficiencyAnalytical skillsOrganizational skillsProblem-solving skillsCommunication skillsTeamwork