Customer Service Manager

Division/Department:    Customer Service

 

Location:  Worcester, Massachusetts

 

Job Title:    Customer Service Manager

 

Reports to: Chief Operating Officer

 

Positions Supervised:    Customer Service Representatives

 

Type of Position:  Full-time, Exempt

 

 

Job Summary:

Performs a wide variety of duties to direct, control and coordinate customer service functions, including processing and answering established and new customer requests for services, billing inquires and complaints ensuring prompt response and resolution of problems.  Manages marketing and sales through interactive website to increase efficiency.

 

General Description and Essential Functions:

- Oversee daily operation of Customer Service division in 3 locations with 6 FTEs ensuring a high level of customer satisfaction while maximizing profits

- Adheres to company credit policy reviewing credit reports on all new residential customers and obtaining appropriate financial information for commercial accounts

- Coordinate commercial risk insurance program with management responsible for new and established commercial customers as appropriate

- Develops reports to be prepared by customer service staff providing details of customer complaints and service requests

- Manages monthly reporting of new and cancelled accounts

- Conduct staff meetings and provide training as needed



General Description and Essential Functions: cont’d

- Prepares bulletins with clear answers to frequent customer questions to guide staff

- Compliance with all safety and environmental regulations as it pertains to duties of customer service staff

- Liaison with Finance and HVAC divisions to ensure proper set up of new accounts, pricing information, credit adjustments and service contracts

- Coordinates with Finance division to prepare division budget

- Oversees marketing efforts including managing company website enhancements to include electronic orders and on-line payments

- Manage Customer Service payroll including recommendations for payroll adjustments and benefit time review to ensure appropriate staffing levels

- Performs timely performance reviews of all Customer Service staff

- Manage the hiring, disciplining and terminations of all Customer Service staff

- Prepares reporting required by Senior Management on a routine and ad hoc basis

- Maintains a high level of customer service with appropriate access to management, staff and customers alike

 

Qualifications:

- Bachelor’s Degree

- Minimum of 5 years customer service management experience or 10 years as a Customer Service Representative

- Industry experience preferred but not required

- Ability to motivate staff and deal effectively with performance problems

- Ability to be persuasive with customers, keeping “customer satisfactions” as a guiding factor

- Active participation in business and community associations to project the company image

- Working knowledge of information technology (IT) systems

- High level of customer service

- Excellent communications skills both oral and written

- Good problem solving skills

- Excellent organizational skills

- Ability to pass Pre-employment criminal background check

- Ability to pass Pre-employment drug and alcohol screening

- Ability to pass Pre-employment driving record screening

 

 

Please apply on-line at humanresources@petersonoil.com