A client in the Retail Furniture space is seeking a Customer Service Manager. Over the subsequent decades, their product line has grown to include a myriad of pieces and styles, and their brand name has become highly recognized across the country and around the globe. But throughout their history, one fact has remained constant: the brand name is synonymous with comfort and quality.

General Purpose of Position:
Working with the Owner of the company, Store Managers, the Assistant Store Managers and Department Managers as part of the management team, the Customer Service Manager is responsible for the day-to-day management of the Front End customer care representatives.
Customer Service Managers are also responsible for ensuring the highest level of customer service throughout the stores. A Customer Service Manager is a role model and leader and must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results.

Tasks and Responsibilities:
Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Front End customer care representatives. Train, coach and manage all call center representatives in all Front End policies and procedures, including new employees and cross training of other associates, and conduct monthly customer service audits. Supervise and schedule customer care representatives and ensure compliance with payroll budgets. Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment. Responsible for monitoring service technicians. Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts. Provide orderly maintenance of Front End equipment and supplies. Help solve problems that affect the service, efficiency, and productivity of the Front End. Delivery schedules. Any other tasks as assigned from time to time.

Skills and Competencies:
Ability to provide outstanding customer service. Ability to respond well to pressure. Ability to resolve issues as soon as possibleAbility to develop and train work force, build relationships, utilize skills of workforce most appropriately. Ability to manage customer service effectively. Ability to process information/merchandise through computer system and register system. Ability to maintain a fair, consistent set of standards as they apply to work force. Ability to adjust priorities and manage time wisely in a fast-paced environment. Ability to maintain records and documentation pertaining to work force. Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees. Ability to operate all equipment necessary to perform the job.

Requirements:
Ability to work a Full time schedule including nights, weekends, and holidays. Call Center management experience preferred. Ability to handle large sales volume. Strong interpersonal, communication, organization and follow-through skills. Advanced Excel skills for work flow and performanceAvailability to travel, as needed.

Top 3-5 must have skills:
Call Center Management and/or Retail Customer Service Management experience.
Advanced Excel skills
Ability to manage self & 9 others (6 service technicians that are independent contractors and 3 customer care reps)
Independent/Self-Starter
Competitive drive to always be better
People-Oriented