Customer Service Manager

Company / Location Information

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.9 billion company with 150 years of history and employ more than 13,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

As a Customer Service Manager for the North America Water Treatment call center in Haltom City, TX, you are the leader and role model for a team of Omni Channel Customer Service Specialists handling all post-sales customer interactions.  The ideal candidate will have a proven track record in call center management, with a focus on a positive customer experience, inspiring your team to achieve their production and quality goals in addition to guiding the individuals on your team to succeed in their professional goals. You have a passion for coaching and mentorship through open, honest, and productive dialogue with your team. You are someone who proactively seeks solutions to anticipated issues identified using trends in data. You are a collaborator and driver in a fast-changing and ever-evolving customer service environment.

Responsibilities

• Manage a team of hybrid salary non-exempt service agents and salary exempt service leads, offering guidance and support while upholding professional and ethical practices.

• Develop a high-performance department through continuous training and process improvements.

  • Responsible for delivering on and improving team KPIs and Agent performance, establishing a high standard for productivity, quality, and customer experience.  

  • Establish work procedures and processes that support company and departmental standards and strategic initiatives.

  • Develop and maintain a training program, including education of departmental procedures, products and customer relationship development and management.

  • Work with team members to identify root cause issues and guide customers to resolution in a timely manner.

• Collaborate with department leaders to facilitate new programs, campaigns and products.

• Proficient in pulling and interpreting data from different sources to find areas of opportunity where coaching can be provided to improve efficiency and effectiveness

• Regularly meet with team members to coach and mentor to ensure alignment with the A.O. Smith Values.

• Providing and ensuring development opportunities are available for team members as part of their overall career path with A.O. Smith.

• Champion and manage change by identifying opportunities that consistently raise the bar and improve service levels, while reducing the concern experienced by others.

• Respond to and resolve employee relations issues.

• Actively participate in interviewing, hiring, onboarding and termination processes.

• Other responsibilities may be assigned as necessary.

Qualifications

BASIC QUALIFICIATIONS:

• Bachelor’s degree from four-year college or university required.
• Minimum four years of experience in a management/leadership role.
• Minimum of two years of management/leadership experience in a call center environment preferred.

ADDITIONAL QUALIFICATIONS:

• People oriented management experience.
• Excellent organizational, written, and verbal communication skills.  
• Proven leadership skills to effectively develop and motivate a team, communicate effectively to a variety of audiences, and the ability to provide support and direction.
• Proven experience in call center management with a focus on either inbound and/or outbound operations.

• Flexibility to work in a fast-paced, dynamic environment.
• In-depth knowledge of call center metrics and performance indicators.
• Ability to strategize and implement effective workflow processes for enhanced productivity.
• Adept at problem-solving and decision-making with the ability to actualize goals.
• Agile with change management.
• Strategic mindset with ability to plan for the future.

We Offer

Competitive base salary 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.

Hybrid Work Arrangement

Based out of our Haltom City, TX office, this role is eligible to participate in our hybrid work program, which allows employees to work remotely up to two days per week.  New employees in eligible roles can apply for this program after successfully completing their initial 90 days of employment.

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