Customer Service Manager

Virginia Green is the leading provider of lawn care services in the Mid-Atlantic. We have been dedicated to enhancing and maintaining beautiful lawns since 2004. Our mission is to deliver exceptional services that exceed customer expectations. Our dedication to excellence has earned us numerous awards and a loyal customer base. If you want to be a part of a winning team, then look no further! We offer a collaborative team environment, competitive compensation, and benefits package.

*This is not a remote position.

Overview: Virginia Green is seeking an experienced Customer Service Manager with a strong background in managing call center operations. The ideal candidate will have a proven track record of managing customer service operations, driving customer satisfaction, and enhancing the overall customer experience in a services-based environment. 

 Responsibilities: 

1. Manage and oversee the daily operations of the customer service department, including supervising a team of call center representatives. 
2. Develop and implement strategies to improve service quality, efficiency, and customer satisfaction. 
3. Collaborate with agronomists and operations teams to ensure timely and effective resolution of customer inquiries, issues, and service requests. 
4. Monitor service performance metrics, such as service response time, resolution rate, and customer feedback, and implement measures to continuously improve performance. 
5. Provide training, coaching, and mentorship to customer service staff to enhance their skills and capabilities in delivering exceptional service. 
6. Handle escalated customer inquiries and complaints in a professional and timely manner, seeking resolutions that satisfy both the customer and the company. 
7. Serve as the escalation point for complex or sensitive customer issues, working closely with internal teams to ensure timely resolution and customer satisfaction. 
8. Develop and maintain service policies, procedures, and standards to ensure consistency and alignment with company objectives and customer expectations. 
9. Collaborate with other departments, such as sales, marketing, and operations, to ensure alignment and coordination in delivering a seamless customer experience. 
10. Prepare regular reports and presentations on call center performance, trends, and key metrics for management review. 
11. Stay abreast of industry trends, best practices, and emerging technologies in customer service management and the services industry. 
12. Foster a positive and inclusive work environment that promotes teamwork, employee engagement, and a customer-centric culture. 

Qualifications: 

1. Bachelor's degree in business administration, hospitality management, or a related field. 
2. Proven experience in a customer service management role, preferably in a call center environment. 
3. Deep understanding of service operations, processes, and best practices, with a focus on delivering exceptional customer experiences. 
4. Strong leadership skills with the ability to motivate, inspire, and develop a high-performing team. 
5. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders. 
6. Analytical mindset with the ability to interpret data, analyze trends, and make data-driven decisions to improve service performance. 
7. Proficiency in customer service software, CRM systems, and service management tools. 
8. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs. 
9. Certification in customer service management or a related field (e.g., Certified Customer Service Manager) is a plus. 
10. Passion for delivering outstanding service and exceeding customer expectations in the services industry. 

Join our team and be part of a company that is committed to delivering excellence in customer service and enhancing the overall customer experience in the lawn care industry!