Vacancy expired!
Interior Logic Group Property Services, formerly known as CriterionBrock, a leading
supplier of flooring to the multi-family housing industry is looking for a
talented Customer Support Manager to join our team in Milwaukie, OR.The
Customer Support Manager will be a functional lead for all Customer Support
locations throughout ILG-Property Services. As a functional lead the Customer
Support Manager would problem solve any escalated Customer Support issues,
finding root causes and working with local teams to prevent them from occurring
in the future. Analyze Systems and Processes; and build out Policy and
Procedure to create efficiencies and improve accuracy. Responsible to hire and
train new Customer Support Reps, as well as provide ongoing training to
existing Customer Support Reps. Will
provide direct oversite and supervision of the Customer Support team at the
local branch as well as hands on involvement with processing orders and the day-to-day
of the branch.Job Duties & Responsibilities
-Ensures customer needs
are exceeded by our level of professionalism, support and execution.
-Serves as a functional and technical expert for all areas related to Customer
Support department.
-Serves as liaison between Customer Support and other departments to improve
processes and performance.
-Leads process improvement and problem-solving efforts related to department.
-Leads hiring process for all Customer Support Representatives; collaborates
closely with local managers for on-boarding.
-Provides training and works with local managers to provide regular feedback to
Customer Support Representatives.
-Audits Customer Support procedures and collaborates with local managers to
ensure standardization across all branches.
-Verifies policies and procedures are understood and followed by the Customer
Support teams at all locations.
-Collaborates with other departments to ensure customer records are maintained
according to company standards.
-Leads large scale, multi-branch administrative efforts and other ad hoc
requests.
-Assists Branch Manager with distribution of workload and ensuring staffing
needs are met.
-Provides direct oversite and supervision of the Customer Support team at the
local branch.
-Provides temporary support for Customer Support teams during staffing
shortages through coordination with other teams or through direct involvement.Qualifications
-3-5 years General Office, Customer Service with heavy Data Entry, or
Scheduling experience; and at least 3 years Supervisory Experience. Business or related degree a plus.
-Dependable, detail oriented, effective multitasking, positive attitude and
professional communication skills.
-Experience operating a computer and phones in high-volume environment.
-Proficiency in MS Office Suite required.
-Experience with RFMS preferred.
-Demonstrated analytical and problem-solving skills.
-Knowledge of the flooring or multi-family housing industry preferred.Scope
-Direct Reports; 3-5 local Customer Service Coordinators.
Collaborate with Supervisors of remote locations to provide guidance for any
new Customer Support procedures as well as coach and assist them with hiring
and development of Customer Service Coordinators.Work EnvironmentOffice Environment most time spent sitting.
Some time spent walking, stooping, bending. Occasional lifting of 10+lbs. Heavy use of computer and phone. TravelOccasional Travel to other branch locations. Most interactions with remote branches will
be done by phone and computer.TO APPLY: Please visit http://careers.criterionbrock.com to
apply now.
401(K) + Match, Medical, Dental, Vision, Life, LTD
EOE
Drug Testing
Vacancy expired!