Job Summary:

The National Service Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Experience Manager or other appropriate staff.
• Assists with budget preparation for the Customer service department.
• Performs other related duties as assigned including performing service operations at dealer and customer locations.
• Designs and published training content for dealer service staff.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• At least three years of customer service experience required.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.