about 1 month ago
TheSenior Customer Service Manager reports to the Director of Sales Operations andmanages the Customer Service team. The SeniorCustomer Service Manager uses a collection tools and processes that track,oversee and optimize all customer interactions. The major goal of SCSM is tofoster customer loyalty through high-quality interactions at each step. TheSCSM is responsible for proactively improving the experiences customers havewith organizations, with the goal of increasing customer satisfaction.
* The Senior Customer Service Manager's major responsibility is to engender customer loyalty to Electric Mirror, LLCthrough a superior customer experience.
* The SCSM also manages the CustomerService Group to proactively establish a superior customer experience byproviding a world class service.
* The SCSM will create a CS help deskconfiguration to handle customer calls and issues. This includes establishingCS profiles and metrics in the CRM SalesForce.com, ERP Epicor and the phoneswitch.
* The SCSM is the main contact point for importantcustomers or projects that require a high level of hand holding.
* TheSCSM proactively identifies areas in the company that are negatively impacting thecustomer experience and works with the team to correct this.
* The SCSM is involved with working withIT to maximize the deployment of and the development of the phone switch andcall tree system
A minimum of five or more years ofCustomer Service experience.
* A strong background in Manufacturing,Call Center, CRM and phone switch technology.
* SalesForce.com and Epicor experience isa plus
* Must be very organized and detailed oriented.
* Able to handle a high volume of tasks and deliverables.
* Outstanding verbal and written communication skills
* Proficient in, Microsoft Outlook, Project, Excel and Word
* Bachelor's degree in businessadministration or equivalent work experience.
Electric Mirror is an Equal Opportunity Employer
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