Regional Customer Service Manager manages a regional team of customer service representatives and ensures service levels are met or exceeded. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Regional Customer Service Manager monitors and measures service metrics. Develop standards, improvements, or changes to process. Additionally, Regional Customer Service Manager requires a bachelor's degree in a related area. Typically reports to a head of a unit/department. The Regional Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Regional Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
JOB SUMMARY
A Customer Service Manager (CSM) ensures that the assigned Team of Customer Service Representatives (CSR’S) in his/her service area work in accordance with Company safety guidelines in a productive and efficient manner also that the delivery vehicles and equipment are clean, maintained and used in a safe manner.
Responsible for overall results and Customer Retention in his/her service area by ensuring that the Team of CSR’S provide excellent Customer Service to each and every Customer on each delivery. Diligently work with the Team of CSR’S to ensure that we are promoting the Company, its core values and its product and services. The opportunities for Safety/Customer Retention/Growth are identified and shared with the CSR’S through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program and routine route observations.
Responsible for Managing and executing all Service related Training Programs for the assigned Team of CSR’S. As needed to meet business demands, CSM will be required to hold Commercial motor vehicle certifications and licenses to directly work a delivery route as needed to meet customer service objectives.
BONUS POTENTIAL: Potential to bonus up to $4,000 per quarter
ESSENTIAL JOB TASKS AND ACTIVITIES
Typical tasks and activities for this job include, but are not limited to the items listed below. Additional duties may be assigned from time to time as needed by management.
Customer Retention
Team Staffing and Development
Safety
Organizational Functions
The requirements listed above are representative of the standard job duties required for all locations. Additional specific work detail and instruction may vary by location.
JOB CONTEXT
Supervisory Responsibilities:
Team and Work Orientation
This position will be expected to work with Zone and Branch Management to collaboratively support, develop, and manage on matters of all business impact. This position will be expected to oversee the work of three to six (typically) CSRs and their associated service routes.
Work Environment
Customer Service Manager will have an assigned workplace for administrative duties. This position is also expected to spend time traveling, with service professionals on routes, and in customer locations as well as in the depot. Frequent visits to production floor will be required. Production floor with have loud noises, heat, and hazardous equipment in use. Ambient temperatures can range from –10 degrees to 100 degrees Fahrenheit.
Travel Requirements:
Twenty –five to thirty percent of this job will require local travel (no overnight). Due to certain geographic delivery areas, Ten percent of this job will require overnight travel.
Additional Requirements:
The expectation is that the work week for this position is not tied to any particular number of hours, but rather is based on overseeing the operation during normal business hours of a laundry rental business. As such additional hours may be necessary to complete required duties (for example, additional hours may include being accessible during non-operating hours, being available on- premise during non-operating hours or being available to work on weekends or holidays). Must have the ability to lift up to 75 lbs.
REQUIRED QUALIFICATIONS
Potential candidates for this job will be sought that have strong indication of capability with the following items.
Commercial Vehicles Operation
Minimum Education/Experience:
Preferred Education Experience
(Note that the Company encourages promotion from within and in those circumstances where external talent is recruited relevant work experience would include things like similar background, experience and proven performance in a closely related company or industry).
JOB SKILLS
Potential candidates for this job will be sought that have best mix of capability and or proficiency with the following key skills that have been determined important for success in this job.
Knowledge Sets
Typical knowledge sets for this position include, but are not limited to:
Sales and Marketing, Customer and Personal Service, Administration and Management, and Personnel and Human Resources.
Leadership Skills
Typical leadership and workplace skills for this position include, but are not limited to:
Monitor Processes, Materials, or Surroundings for Action, Guiding, Directing, and Motivating Subordinates, Developing and Building Teams, Organizing, Planning, and Prioritizing Work, Coaching and Developing Others
Communication Skills:
Typical communication and interpersonal skills for this position include, but are not limited to:
Establishing and Maintaining Interpersonal Relationships, Communicating with Supervisors, Peers, or Subordinates Selling or Influencing Others, Oral and written Expression and Comprehension, Communicating with Persons Outside Organization, and Problem Sensitivity.
Analytical Skill:
Typical analysis and cognitive skills for this position include, but are not limited to:
Monitor Processes, Materials, or Surroundings, Deductive and Inductive Reasoning, Social Perceptiveness, Service Orientations and Action, Judgment and Decision Making, Problem Sensitivity, Resolving Conflicts and Negotiating with Others