Customer Service Manager ~ Manager of Customer Service at Bismarck

Job Description

CUSTOMER SERVICE MANAGER

** This position is located in Thief River Falls, MN **

Summary for Customer Service Manager:

The Customer Service Manager is responsible for the tactical and strategic management of the Product Support and Customer Care contact centers.  This critical position will provide leadership and direction to an organization of people who will be supporting a high volume of contact with Arctic Cat dealers and customers on a daily basis.  Responsible for ensuring high levels of quality service provided to dealers, distributors and end-users, including achievement of all assigned sales and service level metrics.  Resolves complex, and highly escalated problem issues that arise out of technical and customer support operations. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES of Customer Service Manager:

 

• Direct the allocation of resources to ensure the availability of adequate staffing to provide exceptional customer service.
• Manage and motivate the Contact Center Staff to meet customer service and other performance goals
• Maintain and monitor performance, production, attendance and punctuality records, reviews, and appraisals of staff.
• Conduct regular coaching of team through monitoring and observation.
• Responsible for organization’s quality of service.
• Empowered to take decisive action in order to satisfy customer/dealer issues.
• Promote professionalism throughout the workplace.
• Ensure adherence to company policies.
• Conduct employee interviews and make appropriate recommendations for hiring.
• Performs other duties as assigned

 

Job Requirements

QUALIFICATIONS for Customer Service Manager: 

 

The preferred candidate will possess experience supervising and managing staff and have a keen understanding of success in business through customer service.  The requirements listed below are representative of the knowledge, skill, and abilities required. 

 

• Ability to lead and direct a team of employees in a dynamic fast paced atmosphere.
• Must have a wide range of business knowledge; preferably related to dealer organizations representing product, parts and accessories, warranty, service and sales.
• Must be experienced in a contact center or a similar environment.  Formal business and information technology education or past experience is preferred. 
• Must demonstrate the ability to interact with peers, senior management and other departments in a professional manner.
• Must be a problem solver with strong organizational, leadership and interpersonal skills.

 

EDUCATION and/or EXPERIENCE for Customer Service Manager:

 

An Associate’s degree or BA in Business Management, Information Technology, or related field, AND a minimum of 5 years experience in a managerial position in the call center industry, customer service field or related industry is required OR, an equivalent combination of education and/or experience is desirable.

 

ADDITIONAL KNOWLEDGE, SKILL, AND ABILITIES for Customer Service Manager:

 

• Solid understanding of computer basics (Windows, Excel, Word, Email, Operating Systems, and Internet).
• Budgeting and financial planning skills.
• Outbound sales strategies and techniques
• Creative problem solving skills.
• Organizational and time management skills.
• Vision, leadership and motivational skills.
• Clear and concise communication skills (oral and written).
• Must possess an excellent knowledge of manpower planning and scheduling in a sales/customer service/technical environment.

Benefits for Customer Service Manager:

• Health & dental insurance
• Life Insurance
• Disability Insurance
• 401(k) with employer match
• Profit Sharing Bonus Plan
• Paid vacations & holidays
• Paid weekly
• Sick Pay
• Rebate/Discount Program
• Discount at Company Store/Special Services
• Educational Reimbursement

If you like the great outdoors, you’ll like working at Arctic Cat. We’re always looking for talented people to join our team.

Why Thief River Falls, MN? – Outdoor Enthusiast Paradise!

One of the countrys top birding and wildlife areas, Thief River Falls is home to a wide variety of recreation, history, and entertainment!

You’ll also find this to be a great area for Snowmobiling.  With more than 500 miles of groomed trails that interconnect to over 1,500 miles of trails in Northwest Minnesota, Thief River Falls is a snowmobile hub for Northwest Minnesota with five different trails leading out of the city. Snowmobilers can choose from countless daily loop rides ranging from 50-200 miles.

With 2 million acres of public hunting land to choose from, the Thief River Falls area offers hunters choices of moose, bear, ducks, ruffed and sharp-tail grouse and woodcock. This is also a growing area for geese populations, making it an untapped bonanza for water-fowlers! In any season, Thief River Falls is truly a hunter’s paradise!

Country: USA, State: North Dakota, City: Bismarck, Company: Arctic Cat, Inc.