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Leviton · 1 day ago

Customer Service Manager

Bothell, WA

Full-time

Onsite

Mid, Senior Level

$90K/yr - $123K/yr

5+ years exp

Leviton is a company that develops solutions for lighting, power, and connectivity in everyday spaces. They are seeking a Customer Service Manager to oversee day-to-day operations, lead a team of customer service representatives, and ensure customer satisfaction while managing service metrics and coordinating with other departments.

Consumer ElectronicsEnergy ManagementHardwareLightingManufacturingSoftware

Responsibilities

Maintain a keen understanding of and contact with customers in a variety of ways. Resolve complex issues, escalated customer problems resulting in an increase in the overall level of customer service

Manage and develop a team of motivated customer service professionals that provides timely responses to customer questions and needs. Provide employees with training on procedures, systems and customer service-related knowledge and behaviors

Establish and communicate service metrics; monitor and analyze results and identify customer trends; make recommendations for improvement and implement

Work with other departments including Operations/Production and Sales to identify priorities and coordinate plans to correct issues and provide more timely responses

Prepare various reports including annual budget; forecasts; variances, and others

Recommend and implement programs and process improvements that support the overall market and strategic plans

Qualification

Customer serviceTeam leadershipProblem-solvingCommunication skillsStaffingSchedulingPerformance assessmentMentoringInitiativePersuasion

Required

Ability to lead, manage, motivate, and mentor team to drive towards success and foster a culture of excellence

Strong problem-solving skills to identify issues and develop effective solutions

Provide excellent service to internal and external customers

Take initiative to address potential issues or concerns before they escalate to ensure smooth operations

Guide team members through their professional development, offer constructive feedback, assess performance, and provide continually support to help them succeed

Assess candidates' qualifications, their fit on the team, their ability to successfully perform in the role, and potential contributions to the organization

Ability to affect the behaviors, attitudes, and opinions of others, which includes persuasion and inspiration of others to follow a certain direction or adopt specific behaviors, often through leadership

Must possess superior verbal, nonverbal and written communication skills

Ability to communicate directly with customers in a professional manner

Ability to use this information to determine staffing levels and schedules to support high levels of service within budget constraints

Bachelor's degree (B.A) required

Previous customer service experience required

Minimum of five years customer service management experience required

Benefits

Medical (with an HSA option), Dental, Vision and Rx coverage beginning the 1st day of the month following your start date

401(k) Program with employer matching contributions. Participation begins immediately upon hire; employer match begins after 1 year of service

Life, Disability, Accident and Critical Illness insurance options

Up to 11 paid Holidays

Up to 18 days Paid Time Off

Volunteer Time Off

Tuition Reimbursement

Health Advocacy Program

Bereavement Leave

Additional wellness incentive programs

Company

Leviton

Glassdoor4.2

Leviton is a global leader in electrical wiring devices, lighting energy management solutions, networking solutions, security and home automation and commercial data infrastructure products.

Founded in 1906

Melville, New York, USA

5001-10000 employees