Service Manager

Job Responsibilities:

Answering customers questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

Maximizing customer operational performance by providing help desk resources and technical advice.

Accomplishing customer service human resource objectives by recruiting, selecting, training, and coaching employees.

Improving customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

Implementing production, productivity, quality, and customer-service standards.

Contributing customer service information and recommendations to strategic plans and reviews.

Evaluating customer service procedures and trends and determines system improvements.

Enforcing company policies and procedures.

Determining customer service requirements by maintaining contact with customers and delegating tasks if required.

Updating job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Qualifications / Skills:

Customer service skills

Process improvement

Strong decision-making skills

Managing processes

Staffing

Planning

Tracking budget expenses

Analyzing information

Developing standards

Help desk experience