Customer Service Manager

Role Overview

• Responsible for hiring, coaching, and leading a diverse and inclusive team
• Lead the West Accounts Team within Customer Service, based in Irving, TX
• Serve as coach, mentor, and leader to help individuals grow in their career
• Uphold quality service standards while modeling adherence to standard operating procedures
• Promote a culture consistent with the ASC organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience
• Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation and maximize efficiency
• Contribute to development and roll-out of customer service/sales support standard operating procedures
• Support team members in resolving escalated issues and complaints
• Provide support on cross-functional initiatives as internal liaison for Customer Service team

Requirements

• Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
• Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
• Ability to remain calm and professional under pressure while modeling such to their team members.
• Excellent leadership and interpersonal skills.
• Strong organization skills and ability to multi-task/prioritize based on urgency.
• Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
• Demonstrated ability to analyze complex situations and effectively problem-solve.
• Proven capacity to discern when confidentiality must be observed.
• Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Benefits

• The base salary range for this position is $90,000.00
• $110,000.00 USD annually
• ASC Engineered Solutions’ philosophy on compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.