Customer Service Manager

The Customer Service Manager is responsible for leading and directing the day-to-day Customer service operation and the Customer service personnel.

Requirements

• Maintain company issued service standards, safety standards and security procedures
• Perform daily Customer Service tasks
• Perform reviews, evaluations, or disciplinary action for members of the customer service team
• Assist in hiring process
• Facilitate monthly customer service staff meetings
• Telephone requests and questions
• Handle Customer Service requests and follow up to ensure customer satisfaction
• Provide general assistance and advice to customers
• Oversee and review point of sale billing for fuel and/or other services or products
• Relationship building with customers, both internal and external
• Lead the day-to-day inside operation and provide guidance for the customer service team
• Work with line staff and line manager to ensure a premium customer service experience both inside and outside
• Disseminate information to customer service team
• Regularly communicate with customers and with all internal departments to ensure customer service standards are met and exceeded when possible
• Identify and contact potential customers. Explore new and creative ways to capitalize on capturing new customers
• Handle customer complaints and/or objectives on services and provide follow up. Document all communication with customers
• Identify and solve problems in early stages and look for ways to prevent problems when able. Communicate issues to management team quickly when necessary.
• Achieve, sustain and exceed performance numbers set by management (i.e. AIN survey, Pro Pilot Survey, and yearly budget). Look for ways to minimize costs and maximize sales.