Customer Service Manager

Job Description

The Field Services Customer Services Manager is responsible for ensuring stores are being supported and serviced in a timely manner. This position coaches, mentors and supervises employees on how to deliver the best customer service possible that aligns with the Company’s goals and objectives.

• Ensures service vendors are secured for each state and territory.
• Maintains store satisfaction by providing problem-solving resources and resolves any elevated service issues.
• Coordinates any needs that our In-House Techs can assist with, in resolving store equipment issues.
• Plans, monitors, appraises and reviews job contributions of the staff and implements productivity, quality, and customer-service standards.
• Keeps financial objectives in focus when making decisions regarding service and repairs.
• Monitors the current and historical repair cost of equipment as it is evaluated.
• Creates and maintains troubleshooting and/or training guides for staff and stores that can assist in resolving issues at the store level.
• Coordinates with Field Projects to ensure there is Service Tech coverage at all times.
• Manages the processes and execution of the Annual Maintenance Program.
• Coordinates, implements, and maintains the portal tracking system.
• Researches various issues as it pertains to the equipment, serial numbers, service, and invoicing
• Maintains and updates the store inventory system to ensure accuracy at all times and assists with physical inventory preparation and processes.
• Monitors and maintains various reports: Annual Maintenance Reports, Vendor AMA Tracking (Asset Management Account).
• Creates and maintains a monitoring process for vendor repairs and the equipment movement and follows up on open issues from the Service Techs and vendors.

Qualifications

• Customer Service Skills: Approaches all encounters with customers and co-workers in an friendly, attentive and service-oriented manner.
• Attention to Detail: Carefully monitors the details and quality of own and/or other work.
• Interpersonal Skills: Able to interpret concerns and is able to work with a wide range of associates, teams, supervisors, and senior managers.
• Oral and Written Communication: Effectively conveys information and ideas in concise and meaningful exchanges through written and verbal communication.
• Multi-tasker: Can effectively handle several problems or tasks at once.
• Critical Thinking Skills: Able to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Leads Team Activities: Provides opportunities for people to learn to work together as a team and recognizes and encourages the behaviors that contribute to teamwork.
• Decision Making: Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

Additional Information

National Vision offers a competitive benefits package including Health and Dental Insurance, 401k with company match, Flex Spending Account, Short Term and Long Term Disability Insurance, Life Insurance, Paid Personal Time Off, and much more. Please see our website www.nationalvision.com to learn more.ll your information will be kept confidential according to EEO guidelines.