Customer Service Manager

Description

Summary

The Customer Service Manager leads a group of Customer Service Representatives responsible for customer-focused activities, tasks, and transactions, manages all aspects of employee development and training, and is responsible for the overall performance (customer satisfaction, customer document management and filing, customer communications) of the Customer Service Team while ensuring our commitment to providing high quality work.

This is a hands-on leadership position, on-site in Fredericksburg, Virginia and reporting to the Director of Operations at our Fredericksburg location. Learn more about our work, culture and benefits at: workwithtiger.com

What you'll be doing

• Provide leadership and direction as required to your team to provide best-in-class, Tiger Way customer service.
• Contributing to the world-class customer experience offered at Tiger by taking calls alongside the Customer Service Team, handling escalated calls, and modeling Tiger's core values for the Customer Service Team as a whole.
• Manage customer experiences ranging from customer account creation and maintenance to reversing poor customer experiences with Tiger Fuel’s services or products
• Relentlessly cultivate customer satisfaction and employee engagement
• Manage employee workloads to minimize redundancy and maximize productivity and personnel system resiliency.
• Encourage and motivate team-members to meet performance standards, inspiring respect, trust, and provide appropriate recognition to peers and subordinates
• Effectively evaluate and measure individual performance of team members, including handling disciplinary action when necessary
• Oversee team procedures such as preparation of payroll, filing systems, request of supplies, and other clerical services
• Work directly with the Charlottesville Operations Manager on developing, deploying and managing various customer-focused projects ranging from asset recovery to ongoing customer promotions
• Continuously optimize and manage the use of our internal customer service software systems, with special attention to interfacing among our core component applications such as ADDS’ E3, Microsoft Office suite, our internal document and communication dashboard website, and our phone system work groups.
• Collaborate cross-functionally with other departmental managers, including but not limited to our Logistics, Service, and other department heads.
• Partner with Director of Operations and HR to recruit, train and mentor current and future Customer Service Representatives
• Train and ensure all assigned employees are aware of and comply with Tiger Fuel Company’s procedures and regulations
• Demonstrate safety leadership by role modeling and inspiring team members to take responsibility for their own safety and the safety of others
• Assure all team members are safety-trained and have appropriate resources/support, and observe and coach safety and security procedures.
• Responsible for training and development of CSR team, including annual performance reviews and performance management.
• Responsible for any other tasks and duties as assigned, which may or may not relate to the normal scope of this position

Requirements

5-10 years’ experience working in customer service

2-3 years’ experience working in the petroleum or propane industry is highly preferred

Bachelor’s degree preferred, but not required if applicant demonstrates proven record of leadership and professionalism in their career

Ability to analyze and understand data and performance metrics related to efficiency, productivity, profitability, safety, resource deployment and general operations

Demonstrated ability to manage multiple projects and deadlines with efficiency

Possesses excellent written and oral communication skills

Proficient in Microsoft Word, Excel, PowerPoint and Outlook

Superior relationship building skills and experienced leadership background

Passionate about energy and providing best-in-class customer service support

Able to learn new technologies, quickly becoming the expert of a rapidly evolving set of technology needs

Patient, professional, and adaptable to a wide range of people and backgrounds