National Service Manager

Overview

The National Service Manager is responsible for leading and supporting a team of customer service employees, ensuring efficient handling of customer inquiries and resolution of complaints.

Leadership Responsibilities

• Recruit entry-level customer service staff.
• Provide comprehensive training on company policies, procedures, and best practices.
• Manage schedules and work assignments for the customer service team.
• Conduct regular, constructive performance reviews.
• Implement disciplinary actions and terminations in line with company guidelines.

Key Duties

• Supervise assigned customer service representatives to ensure adherence to quality standards.
• Monitor communications, including calls and other correspondences, between staff and customers.
• Keep the team updated on new products and service changes.
• Gather and analyze data related to customer complaints and inquiries.
• Generate monthly performance reports for the team.
• Create knowledge resources such as FAQs and summary documents.
• Identify and propose enhancements to customer service procedures to management.
• Support budget planning for the customer service department.
• Engage in other related tasks including overseeing service operations at dealer and customer sites.
• Develop and disseminate training content for dealer service staff.

Required Qualifications and Skills

• Strong leadership and supervisory capabilities.
• Excellent verbal and written communication skills.
• In-depth understanding of customer service principles and procedures.
• Highly organized with a keen attention to detail.
• Skilled in resolving customer issues professionally and calmly.
• Ability to mentor and coach customer service teams effectively.
• Proficient in Microsoft Office Suite or equivalent software.

Education and Experience

• Minimum of three years’ experience in customer service.
• Prior supervisory experience is an advantage.

Physical Requirements

• Ability to remain seated for extended periods while working on a computer.
• Capability to lift objects weighing up to 15 pounds occasionally.