Customer Service Manager from System One
Westminster, CO 80021
About the Job
World’s largest, progressive security and audio-visual systems integrator is looking for a Customer Service Manager to join their busy and exciting company
Job Summary:The Customer Service Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers, but also in ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
Essential Duties and Responsibilities:
- Provides daily direction & communication, empowering customer service team to respond timely to customers’ needs and meet SLAs.
- Lead and inspire the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
- Oversee the customer service department ensuring:
- All aspects of customer relationships
- Exceptional service standards across all touchpoints are consistently executed
- Reinforcement of best practices and SOPs in customer engagement to drive loyalty, retention and advocacy
- Brand Ambassador of our SAFE (Speed, Accuracy, Follow-through, Every time) approach to exceptional service
- Bachelor’s degree a plus.
- 5+ years of experience in customer service with at least 3 years in a leadership role.
- Experience in security or technology industries is a bonus (but not required).
- Proven track record of leading and scaling customer service teams to achieve measurable outcomes.
- Exceptional communication and interpersonal skills, capable of engaging and influencing at all levels of the organization.
- Familiarity with NetSuite ERP is highly desirable.
- Leadership experience in a high-growth or scaling environment.
- Excellent at managing expectations and risks.
- N/A
- Living the company’s core values:
- Passion – We are passionate about our work and have fun doing it!
- Integrity – We are honest and trustworthy
- Boldness – We are forward thinking and innovative
- Service – We live and breathe exceptional customer service
- Ability to flex style to effectively partner/communicate in a professional manner with team members at all levels of the organization
- Ability to perform under deadlines, prioritize, organize and plan workload effectively
- Team Player and Influencer
- Positive attitude and drive to reach the common goal
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.
Benefits and Perks:
Medical, Dental, Vision, 401(k) plans, Tuition Reimbursement., flex spending, casual working environment, 10% management bonus, exempt position.