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Customer Support Manager

ClimateMaster

Job ID

Summary:

The Customer Support Manager is the primary driver of a team focused on driving best practices and innovation to create more value for the customer. The goal is to increase customer satisfaction, retention and adoption of key processes.

Essential Functions:

  • Create and define standard processes; collaborate with other departments as needed
  • Develop, track and report KPI’s for Customer Support
  • Organize workflow; system and product training, managing reports and specific customer requirements
  • Handle complaints, provide appropriate solutions and alternatives within the time limits; follows-up to ensure proper resolution
  • Partners with the sales team to meet and exceed customer’s expectations
  • Serve as the customer’s voice throughout the organization
  • Respond to customer inquiries about products, programs and services to provide accurate information and to help troubleshoot any problems, in timely manner
  • Facilitate building of sustainable business relationships of trust through open and interactive communication
  • Recommends new approaches, policies and procedures to continually improve efficiency of the department and services performed
  • Provide leadership and direction to Customer Support; align people, processes and tools for employee growth
  • Works cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes

Supervisory Responsibilities:

  • Serve as team ‘Agent of Change’; facilitating an open environment of effective change
  • Drive Voice of Customer focus within the team
  • Interviewing, hiring and training employees; as well as planning, assigning, and directing team work; engaging, rewarding and mentoring employees; addressing complaints and resolving problems.

Skills & Abilities:

  • Education: Bachelor’s Degree Required.
  • Experience: 3 Minimum of 3 years of customer service experience required. Experience serving large, demanding customers and understanding how to meet their needs. HVAC product knowledge is preferred
  • Computer Skills: Ability to type a minimum of 35 wpm. Skilled with MS Office Suite
  • Other Requirements: Excellent written and verbal communication skills, detail oriented and ability to adapt to a variety of customer issues that require prompt and efficient resolutions.

If you are interested in applying for this position, please submit resume to human resources.

 

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405.745.6858

Oklahoma City, OK 73179

7400 SW 44th Street

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