POSITION SUMMARY:
The Customer Service Manager is a working manager position to include being responsible for the supervision of Customer Service Representatives and tailoring staff. This position will closely coach and train team members in an effort to provide support and an atmosphere in which the CSR can succeed. Must be able to problem solve and assist CSRs and tailors when questions arise ensuring policy and procedures are being followed. Duties include time spent training and working at our counter, handling customer concerns in a proactive and professional manner, weekly reporting and monthly inventory, weekly coaching of CSRs and accomplishment of department KPI’s. It’s imperative for the Customer Service Manager to motivate the CSRs to perform at their best and to be a professional and positive reflection of Balfurd so that we can be of value to our clients.
POSITION KEY ACCOUNTABILITIES:
▪ Provide exceptional customer service and ensure all CSR’s/tailoring staff provide this level of service.
▪ Develop positive relationships with clients through proactive communication and positivity.
▪ Manage, train, review and follow disciplinary procedures for staff members.
▪ Complete weekly reporting, staff training, and 1-on-1’s for CSR team.
▪ Be proactive in handling customer concerns, complaints and compliments.
▪ Screen, interview and complete new hire paperwork for candidates.
▪ Implement cross-selling, marketing and sales campaigns for customers.
▪ Complete monthly inventory and reports.
▪ Responsible for creating the weekly CSR schedule and finding coverage for staff call-offs.
▪ Hold monthly meetings in-person or virtual for staff training purposes and to build rapport.
▪ Locate missing garments via POS system.
▪ Create and manage client appreciation ideas, letters and referrals.
▪ Manage aged inventory in store through phone calls and letters.
▪ Manage top client thank you campaign and annual gift giving.
▪ Complete probationary and annual reviews for CSRs and tailoring staff.
▪ Answer incoming telephone calls, SMS/emails and respond to reviews and questions via the Reviewmydrycleaner platform.
▪ Report on KPI’s and develop plans to improve in those areas.
▪ Responsible for the first point of contact, data entry and welcoming of new retail clients.
▪ Provides consultations, pricing information and answers questions related to wedding gown cleaning/preservation services.
▪ Any other duties as assigned.
Job Type: Full-time
Pay: $42,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Flexible spending account
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 2 years (Preferred)
Ability to Commute:
- State College, PA 16803 (Required)
Ability to Relocate:
- State College, PA 16803: Relocate before starting work (Preferred)
Work Location: In person