Customer Service Manager

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.

The Customer Service Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This position is directly responsible for creating an effortless customer experience for external and internal customers by phone. The position is also directly responsible for product inquiries, appointment scheduling, and verification, providing support to our branches and field partners, and customers, as well as customer conflict resolution and escalation. The position takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available.

Essential Duties & Responsibilities:

• Hires entry-level customer service employees.
  
• Trains new employees in the company's customer service policies, procedures, and best practices.
  
• Organizes and oversees the schedules and work of assigned staff.
  
• Conducts performance evaluations that are timely and constructive.
  
• Handles discipline and termination of employees as needed and in accordance with company policy.
  
• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
  
• Monitors or reviews calls or other correspondence between representatives and customers.
  
• Ensures that representatives are informed about changes to company products and services.
  
• Collects data and prepares reports on customer complaints and inquiries.
  
• Prepares monthly reports summarizing the assigned customer service team's performance.
  
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
  
• Identifies opportunities to update or improve customer service procedures and makes recommendations to appropriate staff.
  
• Assists with budget preparation for the Customer Service department.
  
• Perform other duties assigned by management.
  

Education/Qualification:

• Bachelor's degree preferred.
  
• 3 + years of experience in customer service within Fire & Safety industry required.
  
• Previous experience in a supervisory role preferred.
  
• Excellent management and supervisory skills.
  
• Excellent verbal and written communication skills.
  
• Extensive knowledge of customer service procedures and principles.
  
• Organized with attention to detail.
  
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  
• Ability to coach and mentor customer service representatives.
  
• Proficient in Microsoft Office Suite or related software.
  

Other Duties:

• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
  
• Performs other duties as assigned.
  

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
  

Benefits and Perks:

• Excellent pay
  
• Medical, dental, vision
  
• Company paid life insurance
  
• Company paid short-term disability
  
• 401K with employer match
  
• Paid vacation and company holidays
  
• Training and Career Development
  
• Company vehicle (if job applicable)
  

Pye-Barker Fire and Safety is an Equal Opportunity Employer