Customer Service Training Manager designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Manager designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Manager assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Summary:
Balkan Sewer and Water Main Service is NYC’s largest house sewer and water service line contractor.
Balkan also operates a comprehensive drain cleaning company. The Balkan Team has been in
continuous operation for over 65 years, and has a pristine reputation in the NYC plumbing industry. To
learn more visit BalkanPlumbing.com.
Our vital and growing firm is searching for a skilled Customer Service Specialist / Dispatcher who will be
responsible for providing effective customer service for our internal and external customers by using
excellent, in-depth knowledge of company services as well as communicating effectively with team
members within the organization. The primary focus of this role is to ensure that field technicians are
productive and on-time to service appointments. The dispatcher is responsible for proactively
monitoring technicians' work routes and communicating with technicians and the call center.
Responsibilities:
● Schedule and route technicians, based on job requirements, skill sets, and availability using the
Dispatch system.
● Creating work orders, dispatching technicians, and communicating with customers.
● Accurate Salesforce data entry.
● Relay work orders, messages, and information to and from work crews, supervisors, and
co-workers using telephones or computers.
● Prioritize work orders according to urgency and importance.
Skills and Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
Essential functions:
● Telephone Skills
● Documentation Skills
● Data Entry Skills
● Informing Others
● Listening
● Verbal and Written Communication
● Energy Level
● Multi-tasking
● Dependability
● Emotional Control
● Reporting Skills
Requirements:
● Proven experience as an account manager, customer service representative or relevant position
● Experience with high phone volume
● Outstanding organizational and multitasking abilities
● Active listener with excellent communication skills
● Sound judgment and critical thinking; problem-solver
● Ability to work independently and efficiently
● Self-motivated, detail-oriented and organized
● Ability to quickly adjust priorities and maintain productivity
● Proficient in English (oral and written)
● Proficient in Spanish (oral and written), a plus
● High School diploma
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0 Customer Service Training Manager jobs found in Queens Village, NY area