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Customer Service Manager

Company: American Tire Distributors
Location: Tucson
Posted on: November 24, 2022

Job Description:

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD's coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. Position Description: The primary role of the Customer Service Manager is to direct the Customer Service Team in a manner to achieve established sales and profit goals interacting with internal Sales Department, General Managers, and Regional Vice Presidents of assigned centers along with handle employee and customer issues as they pertain to internal and external customers, at various times run and study sales report for each assigned center as well as internal call reports, position also interacts with IT Dept., help desk, telephone companies and other internal departments to ensure the Customer Service Center is up to date on all software available as well as making sure our current applications are working properly. Essential Duties & Responsibilities

  • Direct customer service team in a manner to achieve established goals and objectives
  • Coaches and develops customer service staff in all aspects of customer care including interpersonal skills, use of technology, product knowledge, and ability to field customer contacts (calls, chats, texts or emails).
  • Interfaces with the Workforce Management staff to coordinate staffing and meeting or exceeding targets in the area of Service Level, Abandonment Rates, Average Speed of Answer, Occupancy, and all other performance metrics.
  • Supports the Quality Assurance team through effective coaching of staff to meet or exceed customer expectations based on their feedback.
  • Identifies trends within the business and provides actionable intelligence to leadership.
  • Acts as a subject matter expert in the development of staff.
  • Creates an employee friendly work environment and leads by example
  • Interprets call data from all contact center technology platforms
  • Handles call escalations from customers when necessary.
  • Reviews daily performance reports for deficiencies and assists to improve performance. Monitors employee productivity and performance.
  • Establishes performance expectations for CSRs
  • Routinely participates in call handling to better understand the CSR experience and how to improve it.
  • Help recruit, hire and train the Customer Service Representatives according to company policy and procedures
  • Other duties as assigned.Direct Report Position Titles
    • Customer Service Representative Requirements
      • Education: Associates Degree in Business or Marketing
      • Experience: Three to five years' industry experience, previous center sales and management experience, preferred Level: Five or more years in industry, center sales and management
        • Minimum Required: Basic computer skills, ability to navigate Word & Excel
        • Preferred Level: Proficient in Word, Excel and Office
        • Prior work experience sufficient to work under general supervision
        • Such alternatives to the above qualifications as the company, in its discretion, may find appropriate and acceptableKey Competencies:
          • Strong organizational skills
          • Excellent written and verbal communication skills.
          • Ability to Lead and Motivate a diverse team, A strong desire to succeed
          • Strong computer skills in Word, PowerPoint, and Excel
          • Decision making skills
          • Time management skills
          • Assures that supervisors and/or service personnel are trained to respond positively to customers and that adequate information about products and services is available
          • Evaluates effectiveness of customer service operations and develops and implements changes to improve work methods and productivity
          • Think strategically and innovatively: Identify and act on ideas which further the Company's strategic goals and business plan.
          • Plan and Execute for Success: Identify and address root causes when solving problems. Work collaboratively with other departments and functional teams to coordinate effective solutions.
          • Act Collaboratively: Communicate effectively across teams, functions and departments.
          • Communicate Effectively: Communicate clearly and concisely and adjust communication style to improve performance
          • Demonstrate Respect: Handle all business matters ethically and in full compliance with American Tire Distributors "Code of Conduct"
          • Be Accountable for Results: Assume full responsibility for the consequences of one's behaviors, decisions and results.Physical Demands/Work Environment/Travel Requirements:
            • Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilitiesrequired by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
              • Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.
                • Travel required: 5% of the time, travel throughout the U.S. and may require overnight stays. This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations. Nothing in this job description creates a contract of employment in any way for any person. All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all. Build a challenging and rewarding career with us! American Tire Distributors is an Equal Opportunity Employer and Drug Free WorkplaceShift Type: 1st Shift (United States of America)Job ID: R23036-17

Keywords: American Tire Distributors, Tucson , Customer Service Manager, Hospitality & Tourism , Tucson, Arizona

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