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Customer Service Manager I - Aquasana

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Date: Jan 10, 2019

Location: Haltom City, TX, US, 76117

Company: A. O. Smith Corporation

Company / Location Information

Why A. O. Smith? 

Water technology is one of the fastest-growing industries in the world, and, as a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with 144-year history and employ more than 16,000 men and women. With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A. O. Smith has the global reach to serve customers worldwide. We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people.  We value people who are able to analyze problems and take rapid, decisive action. 

 

What is great about this opportunity?

  • You will be joining a stable, but growing organization committed to strong financial performance, strategic acquisitions, global expansion and the highest ethical standards of conduct.
  • You will be representing a company that makes products that improve quality of life and are considered top of the line.
  • You will be joining a cohesive team that supports each other in accomplishing shared goals.

Primary Function

You will be responsible for the overall direction, coordination, and evaluation of various Customer Service Department initiatives to ensure internal and external customer satisfaction.

Responsibilities

  • Create performance reviews, coaching and corrective actions for team members as needed in accordance with company policies.
  • Ensure that Team Leads are 100% trained in all pertinent customer service related materials and assignments. 
  • Partner with training department and Human Resources on a continual basis to develop and maintain a training program for the Customer Service group, including education of departmental procedures, products and customer relationship development and management.
  • Establish work procedures and processes that support company and departmental standards and strategic initiatives.  Consistently review for optimal performance.
  • Work with team members to identify root cause issues and guide customers to resolution.
  • Ensure that Team Leads are acting to solve any escalated customer service items, including customer damage complaints submitted to the AO Smith claims department. 
  • Work with the Business Intelligence Leader to develop and implement tools and processes that deliver ultimate customer satisfaction.
  • Work with Marketing and Sales leads to develop enhancements to the Water for Life program, or other integrated marketing strategies, that will result in longer retention and greater overall value to the customer.
  • Collaborate with department leaders to facilitate new programs, campaigns and products.
  • Communicate to upper management appropriate information regarding department or employee concerns.
  • Respond to and resolve employee relations issues.
  • Other responsibilities may be assigned as necessary.

What We Look For

  • Bachelor’s degree from four-year college or university preferred.
  • Excellent computer skills in MS Word, MS Excel, E-mail and Windows.
  • Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences and the ability to provide support and direction.
  • People oriented management experience. 

Years of Experience

  • Minimum 2 years of Supervisory/Leadership Experience
  • Minimum 3 years of related work experience or training

We Offer

Great people make our organization great and because of that, we offer an onsite A. O. Smith Company merchandise store for our employees, employee discounts on water filtration products, a competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Service Manager, Marketing Manager, Manager, Employee Relations, Customer Service, Marketing, Management, Human Resources