Customer Service Manager

Job Description

Job Description

Smart, Innovative, and Hard-working? Perfect! We are growing and need the right people with the right mindset. Join our family and find a home where you will enjoy working with your peers, be challenged to work hard and have some fun in the midst of it all.

We are proud to have been named the National Apartment Association's 2023 Top Employer in the Supplier Category.

Benefits that drive themselves

• Competitive Salary of $70K-$80K!
• Full Time : Monday-Friday, 8 AM - 5 PM OR 9 AM - 6 PM
• Paid Holidays Off and No Weekends!
• We offer medical, dental, vision, life insurance, disability, 401K, 104 hours paid time off accrual, and more!
• We offer full benefits such as medical, dental, vision, life insurance, disability, 401K, 104 hours of paid time off accruals, and much more!
• Employee Discount Program!
• Long-term Career Opportunities! Many of our leaders started with Chadwell Supply looking for a job, just like you but found long-term career opportunities at one of our 26 Branches across the Country.
• Named Top 100 Companies USA 2022!

Overview

The Customer Service Manager is responsible for the performance of the Customer Service Representatives, facilitating the sale of stock items to Chadwell Supply customers, as well as accurately quoting pricing and delivery.

The Customer Service Manager monitors the incoming call queues and helps with scheduling to ensure all queues are covered and acceptable hold times are maintained.

In addition, the Customer Service Manager participates in the recruiting, hiring, and training of new employees and approves timecards, administers performance reviews, and applies disciplinary measures as appropriate, all while coaching and developing their employees to be successful at Chadwell Supply.

What you will need

• A high school diploma or GED is required.
• At least 5 years of customer service experience is required; 2 years of which are at Team Lead or equivalent level.
• Demonstrated customer service skills and focus.
• Excellent communication, organizational and time management skills.
• Excellent interpersonal skills.
• Advanced verbal and written English language skills.
• Advanced ability with MS Office Suite products (Word, Excel, PowerPoint, and MS Outlook) and SalesPad.

How you will make an impact

• Ensure appropriate training of all new Customer Service Representatives on SalesPad.
• Monitor all queues on the Switchboard to achieve acceptable hold times.
• Monitor calls and identify areas of performance that need to be addressed through additional training.
• Facilitate the mailing of all weekly invoices and monthly statements.
• Process all credit card refunds for merchandise purchased with a credit card.
• Maintain and update the time-off schedule and all PTO requests.
• Oversee the handling of the order review order, web, return review and payment review queues.
• Print and post daily and weekly call reports, including average talk time, and queue hold times.
• Facilitate monthly Customer Service meetings and monthly Team Lead meetings to increase accountability and encourage good morale on the floor.

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