Customer Service Manager- East

How You Will Help

• Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
• Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
• Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
• Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
• Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.

• Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
• Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
•  Recommend process improvements to drive efficiency and improved customer experience

• Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
• Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
•  Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
•  Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.
• Perform other duties as assigned

What You Will Bring

• Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
• Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
• Ability to remain calm and professional under pressure while modeling such to their team members.
• Excellent leadership and interpersonal skills.
• Strong organization skills and ability to multi-task/prioritize based on urgency.
• Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
• Demonstrated ability to analyze complex situations and effectively problem-solve.
• Proven capacity to discern when confidentiality must be observed.
• Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Compensation