Service Manager
3 weeks ago
Reporting to the Sales Manager, the incumbent we are seeking to join our Service Department is a creative, detail-oriented, and experienced Service Manager. In this role you will be responsible for the smooth operation of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. You will also track performance metrics and handle all requests within established deadlines.
**Objectives of this Role**:
- Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
- Building and maintaining solid customer relationships, understanding their needs, and providing personalized service solutions.
- Developing and implementing service strategies to enhance customer experience and meet service objectives.
- Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
- Hiring, training, and mentoring service staff, fostering a high-performance culture and promoting professional development.
- Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
- Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving.
**Your Tasks**:
- Lead and manage the service department, including staffing, training, and performance management.
- Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
- Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
- Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
- Collaborate with Customer Service Representatives, Sales, and other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
- Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements.
- Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
**Job Types**: Full-time, Permanent
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care
Schedule:
- 8 hour shift
Application question(s):
- What is your salary expectation?
**Experience**:
- Service Manager: 3 years (preferred)
Work Location: In person
Application deadline: 2024-04-01
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