Customer Service Manager

A Customer Service Managerprovides work direction, training and support to the Customer Service team supporting our field customers. You will ensure the associates have the tools required to provide professional and exceptional quality assistance. This position makes decisions and takes appropriate action regarding personnel and call center issues and activities. You will prepare and administer annual performance appraisals for all team members. This position also requires a high level of working knowledge of the systems and technology for the businesses and programs they support.

Main Responsibilities

• Provides work direction and supervision to team members and is the first point of contact for assistance with challenging situations
• Monitors the performance of team members and provides coaching to ensure daily and monthly objectives are achieved
• Actively seeks to improve our current order entry practices and management of open orders
• Reviews and revises metrics and objectives as needed
• Addresses and resolves issues raised by internal and external customers on an ongoing basis
• Conducts new associate training and provides ongoing training
• Writes and delivers annual performance appraisals
• Participates in special projects as assigned
• Drives process improvements to deliver best in class SLA's for external customers

Minimum Qualifications

• 5+ years' experience in Customer Service and demonstrated success in customer service or equivalent level order entry/order processing experience

Preferred Qualifications

• Bachelor's degree
• Excellent oral and written communication skills
• Ability to work independently in a fast-paced environment
• Ability to multi-task and work well under pressure
• Ability to provide guidance and assess performance of subordinates
• Ability to work different shifts and holidays as required
• Proven ability to resolve problems independently and take appropriate action in a timely manner
• Attention to detail and excellent organizational and time management skills
• Proficient in MS Office

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.