Customer Service Manager

Job Summary:

The Customer Service Manager will oversee the general administrative function and activities of the office.

Supervisory Responsibilities:

• Oversees the daily workflow of the Springfield, Palmer, and Amherst Offices.
• Oversees cross-training of positions.
• Coordinates service workflow throughout all offices in conjunction with Service Dispatcher.
• Collaborates with Service, Oil, and Accounting departments to ensure cross-departmental work is aligned, communication is consistent, and tasks are completed on time.
• Leads, motivates and oversees the customer service team to ensure consistent customer discussions regarding all services, benefits and plans Noonan has to offer.
• Conducts performance evaluations that are timely and constructive.
• Handles or assists with discipline and termination of employees in accordance with company policy in conjunction with Human Resources Director. 

Duties/Responsibilities:

• Facilitates maintenance of office equipment.
• Sets up new customer accounts and budgets.
• Coordinates the maintenance of office files.
• Answers the phone, assists walk-in customers as needed.
• Troubleshoots billing questions/discrepancies for customers directly or in coordination with staff.
• Schedules service appointments/oil deliveries
• Performs other related duties as assigned.

Required Skills/Abilities: 

• Ability to type at least 60 words per minute.
• Extensive knowledge of office management procedures.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Proficient with Microsoft Office Suite.

Education and Experience:

• High school diploma or equivalent required; Associate’s degree in office administration or related field preferred.
• Only candidates with three years or more years of administrative and managerial experience will be considered.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.