Customer Service Manager

Intermountain Lift Inc. is a leading provider of high-quality elevator and lift solutions for residential, commercial, and industrial markets. We are currently seeking a Customer Service Manager to join our dedicated team. As the Customer Service Manager, you will play a vital role in ensuring our customers receive exceptional service and support throughout their experience with our products.

In this dynamic role, you will oversee a team of customer service representatives, ensuring that they provide timely assistance and accurate information to our customers. You will be responsible for maintaining strong relationships with our clients, working closely with them to address any concerns or issues, and delivering effective solutions. Additionally, you will collaborate with internal departments to enhance our customer service processes and implement initiatives to improve customer satisfaction.

Responsibilities

• Manage and lead a team of customer service representatives, providing guidance, training, and support as needed.
• Oversee the daily operations of the customer service department, ensuring that all inquiries are handled promptly and efficiently.
• Foster a customer-centric culture within the department, emphasizing the importance of delivering outstanding service.
• Build and maintain strong relationships with our clients, acting as a main point of contact and efficiently resolving any issues that may arise.
• Collaborate with other departments, such as sales and technical support, to ensure a seamless customer experience.
• Develop and implement customer service policies and procedures to enhance efficiency and effectiveness.
• Monitor customer feedback and satisfaction levels, identifying areas for improvement and implementing appropriate strategies.
• Track and analyze customer service metrics, providing reports and recommendations to senior management.
• Stay up-to-date with industry trends and best practices in customer service management.

Requirements

• Bachelor's degree in business administration or a related field.
• Proven experience in customer service management, preferably in the manufacturing or technical industry.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Proficient in using customer relationship management (CRM) software.
• Knowledge of elevator and lift systems is a plus.