Customer Assistant Manager

The Customer Assistant Manager at The Willows Communications plays a crucial role in ensuring exceptional customer service and satisfaction. This position involves assisting the Customer Manager in leading the customer service team, managing inquiries, and implementing effective strategies to enhance the customer experience.

Responsibilities

• Assists in overseeing daily customer service operations, ensuring a high level of service is consistently delivered.

• Supports the Customer Manager in developing and implementing customer service policies and procedures to improve efficiency and effectiveness.

• Trains, mentors, and evaluates customer service team members, fostering a culture of growth and development.

• Handles escalated customer inquiries and complaints with professionalism, ensuring prompt and satisfactory resolutions.

• Monitors customer interactions and service metrics to identify trends and opportunities for improvement.

• Collaborates with cross-functional teams to address customer needs and enhance overall service delivery.

• Assists in managing the customer service budget and resource allocation to optimize operational effectiveness.

• Compiles and presents customer service reports and metrics to senior management, highlighting areas for enhancement and success.

• Promotes a customer-centric culture, encouraging feedback and implementing measures to improve customer satisfaction.

Embodies the company’s values, championing teamwork, integrity, and a commitment to service excellence.

Requirements

• Bachelor’s Degree in Business Administration, Communications, or a related field; relevant experience may suffice in lieu of a degree.
• Minimum of 3 years of experience in customer service or management, with a proven ability to lead teams.
• Strong understanding of customer service principles, practices, and technologies.

QUALIFICATIONS:

• Excellent leadership and interpersonal skills, with the ability to motivate and develop team members.
• Strong problem-solving skills, able to handle customer complaints and inquiries effectively.
• Outstanding communication skills, both verbal and written, with the capability to engage effectively with customers and staff.
• Demonstrated ability to analyze data and metrics to inform decision-making and drive improvements.
• Proficiency in customer service software and Microsoft Office Suite.
• Flexibility to adapt to changing customer needs and priorities.
• Experience in implementing customer feedback programs is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Training & Development