Customer Service Manager
hace 6 días
Colorado Springs
Job Description We bring you tomorrow's opportunity, today. Volt is immediately hiring a Customer Service and Field Operations Manager in Colorado Springs, CO! Responsibilities: • Customer Service Team Management: Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction., • Field Operations Team Management: Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance., • Coordinate with field technicians and internal/external obligations to schedule and prioritize tasks and assign/schedule field technicians to optimize service coverage and response times., • Team Management and Development, • Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations., • Recruit, train, and develop customer service and field operations teams., • Improve, develop, and implement policies, procedures, and standards., • Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness., • Customer Satisfaction and Relationship Management:, • Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manor., • Maintain and manage a field issue database to identify and highlight endemic issues., • Build and maintain strong relationships with customers, ensuring their needs are met and exceeded., • Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner., • Performance Analysis and Reporting, • Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements., • Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives., • Prepare reports for upper management review, • Other responsibilities as required. Qualifications and Skills: • Bachelor’s degree in business administration, Operations Management, or related field. MBA or equivalent experience is a plus., • 10+ years’ experience in managing customer service and field operations teams in a technical industry., • Strong leadership skills with the ability to motivate and inspire teams to achieve goals., • Excellent communication and interpersonal skills (verbal and written), with the ability to effectively interact with customers, team members, and stakeholders., • Analytical mindset with the ability to interpret data, problem-solve with a focus on delivering exceptional service and resolving issues promptly with a willingness to get hands on., • Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously while maintaining a high attention to detail., • Technical/Manufacturing experience highly recommended, • Knowledge of industry trends, best practices, and regulatory requirements related to client services and customer experience., • A well-rounded individual that is a self-starter and has good self-management/organization skills a must, • Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Publisher), • CRM/ERP/Ticketing System Experience (M2M/Heat/NetSuite) This is a Full Time Direct Hire opportunity. Schedule: Day Shift Location: Colorado Springs CO Duration: Full Time (Direct Hire) Pay Range: $85K- $95K per year *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. Benefits: Volt offers benefits (based on eligibility) that include the following: health, dental, vision, term life, short term disability, AD&D, 401(k), Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP). Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Volt is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or call (866) -898-0005. Please indicate the specifics of the assistance needed. Volt does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws. Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Volt is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please call (866) -898-0005. Please indicate the specifics of the assistance needed. Volt does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.