FULL-TIME: Manager, Customer Service

This position has been filled - Job#: 453378885

Job Summary

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. 

• Responsible for providing quality and efficient customer service to members and customers through the daily management of a team of up to 15 part-time employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.   
• Maintaining a high-profile presence to all customers, selling memberships, handling any client related issues and complaints with the key focus on overall customer satisfaction, etc. 
• Provide daily direction and communication to customer service employees so that calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. 
• Provide statistical and performance feedback and coaching on a regular basis for each team member. Write and administer performance reviews for skill improvement. 
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. 
• Develop 1 on 1 relationships with members via E-Marketing and face-to-face meetings.
• Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. 
• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. 
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. 
• Manage Annual Budget.

Qualifications/Requirements:

• Must have excellent leadership, verbal and written communication skills.
• Ability to develop and motivate a team and provide support and direction
• Ability to multitask and work effectively in a high-pressure environment.
• Must have the ability to generate reports in Excel and Word (or similar word-processing programs)
• Must be able to work flexible schedules including weekends and nights 
• A bachelor's degree in recreation, sports management, business or related field with 3 - 5 years experience is preferred.