Customer service manager duties
Customer service manager duties include tasks as follows:
1. Sets and achieves Customer Service department goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
2. Develops the job performance standards and goals for all CSR and Insurance Assistants to achieve the organization’s customer service and retention goals and assist in reaching revenue objectives.
3. Develops and implements strategies for up selling, cross selling and outbound campaigns as appropriate.
4. Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.
5. Train, coach and manage all cashiers in all front-end policies and procedures, including new cashiers and cross training of other associates, and conduct monthly customer service audits.
6. Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.
7. Any other tasks as assigned from time to time.
8. Assists in the development and implementation of ‘best practices’ processes across the organization to ensure tremendous efficiency resulting in reduced costs and improved client service.
9. Accountable for the management, guidance and performance of team’s member.
10. Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals.
11. Supervise and schedule cashiers and ensure compliance with payroll budgets.
12. Be aware of all areas of possible loss due to theft, shoplifting, free bagging, fraud, and/or carelessness.
13. Communicate all information to cashiers regarding special promotions and sale items.
14. Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment.
15. Ensure that all transactions that affect the store inventory are processed accurately by auditing the Sales Exception Reports.
16. Develops a training curriculum and personal development plan for all operations staff. Conducts training as required to achieve goals and service standards.
17. Liaise with the Operations Centre Manager and all operations staff to build a team environment between the two areas in order for better cross training and support to be provided as needed.
18. Establishes and maintains quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.
19. Oversee compliance of cashiers with established Company policies and standards, such as safekeeping of Company funds and property, personnel practices, security, sales and record-keeping procedures.
20. Provide orderly maintenance of front-end equipment and supplies.
21. Help solve problems that affect the service, efficiency, and productivity of the front end.
22. Achieves financial objectives by preparing the customer service department budget, scheduling expenditures, analyzing variances and initiating corrective action.
23. Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.
24. Establishes and maintains timely and thorough reporting to the Vice President on all customer service management facets of the organization.
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Source: Tommy Doan, hrvinet.com
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