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Customer Service Manager
Aston Carter • Ontario, CA 91758 • Posted 3 days ago
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In-person • Full-time • Mid Level Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Customer Service Manager at Aston Carter will oversee all aspects of customer service operations, including managing the customer service team, developing and implementing customer service policies, and ensuring outstanding support for customers. This role requires a strong background in customer service management, excellent leadership skills, and a passion for improving customer experiences.
Responsibilities
- Lead and manage the customer service team, including hiring, training, and performance management.
- Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service.
- Monitor and analyze customer service metrics and KPIs to identify areas for improvement and implement corrective actions.
- Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
- Stay up-to-date with industry trends and best practices to continuously improve customer service operations.
- Prepare and present regular reports on customer service performance to management.
Qualifications
Required
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in customer service software and tools.
- Strong problem-solving skills and the ability to handle difficult situations with professionalism.
About Aston Carter
Aston Carter is a leading staffing and consulting firm that offers specialized staffing solutions in areas like accounting & finance, customer support, operations & administrative, and governance & risk compliance. They provide business services, consulting, and managed solutions to help companies optimize their workforce management. Aston Carter is committed to delivering exceptional service, focusing on diversity, equity, and inclusion, and offers job opportunities across various industries on their job board.
Full Job Description
The Customer Service Director will oversee all aspects of customer service operations, including managing the customer service team, developing and implementing customer service policies, and ensuring that our customers receive outstanding support. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a passion for improving customer experiences.
Key Responsibilities:
+ Lead and manage the customer service team, including hiring, training, and performance management.
+ Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service.
+ Monitor and analyze customer service metrics and KPIs to identify areas for improvement and implement corrective actions.
+ Handle escalated customer issues and complaints, ensuring timely and effective resolution.
+ Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
+ Stay up-to-date with industry trends and best practices to continuously improve customer service operations.
+ Prepare and present regular reports on customer service performance to management.
Qualifications:
+ Bachelor's degree in Business Administration, Management, or a related field. preferred not required.
+ Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role.
+ Strong leadership and team management skills.
+ Excellent communication and interpersonal skills.
+ Ability to analyze data and make data-driven decisions.
+ Proficiency in customer service software and tools.
+ Strong problem-solving skills and the ability to handle difficult situations with professionalism.
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
+ Hiring diverse talent
+ Maintaining an inclusive environment through persistent self-reflection
+ Building a culture of care, engagement, and recognition with clear outcomes
+ Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
Key Responsibilities:
+ Lead and manage the customer service team, including hiring, training, and performance management.
+ Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service.
+ Monitor and analyze customer service metrics and KPIs to identify areas for improvement and implement corrective actions.
+ Handle escalated customer issues and complaints, ensuring timely and effective resolution.
+ Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
+ Stay up-to-date with industry trends and best practices to continuously improve customer service operations.
+ Prepare and present regular reports on customer service performance to management.
Qualifications:
+ Bachelor's degree in Business Administration, Management, or a related field. preferred not required.
+ Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role.
+ Strong leadership and team management skills.
+ Excellent communication and interpersonal skills.
+ Ability to analyze data and make data-driven decisions.
+ Proficiency in customer service software and tools.
+ Strong problem-solving skills and the ability to handle difficult situations with professionalism.
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
+ Hiring diverse talent
+ Maintaining an inclusive environment through persistent self-reflection
+ Building a culture of care, engagement, and recognition with clear outcomes
+ Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
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