• Customer Service Manager

    Location CA-ON-Mississauga
    Posted Date 2 weeks ago(5/3/2018 3:06 PM)
    ID
    170524
    Category
    Customer Service
  • Overview

    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world's leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities. Aramark is recognized as one of the World's Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.ca.

    Description

    Summary:

     

    The Customer Service Manager is responsible for ensuring that the customer service associates are properly trained, coached, motivated and mentored to succeed in displaying a professional service attitude and an eagerness to serve all customers. The CSM focuses the team on client growth and retention through the delivery of outstanding customer service for both our internal and external customers.  They ensure that department and company goals are communicated, executed and met. 

     

    Key Responsibilities:

     

     

    • Provides daily direction and communication to employees so that incoming customer service calls and outgoing sales calls are conducted in a timely, efficient and knowledgeable manner.    
    • Oversees day-to-day workflow of Customer Service Associates.
    • Creates a high quality team environment that promotes achievement of common goals by establishing and implementing performance, service and quality standards and providing feedback and direction to ensure productivity levels meet or exceed standards.
    • Leverages standard operating procedures to enhance efficiency and effectiveness of operations to improve customer retention and drive base business growth.
    • Responsible for staffing, training, coaching, development, and performance management of customer service staff. Conducts performance reviews and provide ongoing performance feedback.  Addresses individual and team performance issues as they are identified. 
    • Monitors inbound call volume and oversees offline functions within the department.
    • Ensures all outbound calls are appropriately assigned and completed as scheduled.
    • Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate.
    • Provides Customer Service Associates with daily assistance with customer problem resolution and in managing escalated customer calls, striving for one call resolution.
    • Maintains market awareness, ensuring marketing trends and insights are utilized during client interactions to drive growth. 
    • Delivers revenue growth by leveraging quarterly marketing programs, identified void categories and suggested orders to engage the client in upsell opportunities.

    Qualifications

    • Bachelor’s degree or equivalent.
    • Minimum of 5 years of experience in a customer-centric environment.
    • Considerable skills in management, people development, and communication. 
    • Demonstrated ability to focus & manage multiple priorities.
    • Knowledge of current computer systems and proficiency in Excel and spreadsheets essential.
    • Strong analytical and process management skills.
    • Has moved into progressively more responsible positions.
    • Strong presentation and communication skills with ability to communicate with a wide range of people.
    • Self-starter, confident in his/her abilities, self-motivated and able to work effectively with limited supervision.
    • Ability to work within a matrix organization including field operations, regional staff, and LOB support functions
    • Familiarity with Salesforce is a plus
    • Bi-lingual (English & French) preferred.

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