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Centralized Customer Service Manager

Northlake, IL (Corporate Market Support)

About the role

The role of the Centralized Customer Service Manager is to drive the service delivery model within each assigned market location to ensure Empire Today service standards. The CCSM manages market service requests and the timely response to inquiries/problems within Empire-established guidelines, conducts monthly service performance reviews to discuss market performance against standards and recommends service strategies that meet the demands of the customer. Partnering with the local General Manager, Market Customer Service team, Installation Manager, National Customer Service Manager, and Resolution Team are all critical components of this role. This role communicates with the most difficult customer situations and is the legal liaison for any and all issues requiring legal assistance/review.

What You'll Do

  • Bachelor’s degree in business or related field.
  • Five plus years of customer service experience.
  • Experience working with online or outside agency complains required.
  • High proficiency in Siebel, Word, Excel, PowerPoint, Internet Explorer and Outlook.
  • Excellent written and verbal communication skills.
  • Good problem-solving skills.
  • Excellent interpersonal skills.
  • Highly organizational skills.
  • Attention to detail.
  • Comfortable working with deadlines.
  • Ability to produce accurate and timely reports while working in a fast-paced environment.
  • Flexibility.
  • Ability to respond to problems as they arise.
  • Ability to be patient in a stressful situation and to respond with empathy in stressful situations.
  • Ability to communicate clearly to all levels within the company and to customers.

What You'll Need

  • Bachelor’s degree in business or related field.
  • Five plus years of customer service experience.
  • Experience working with online or outside agency complains required.
  • High proficiency in Siebel, Word, Excel, PowerPoint, Internet Explorer and Outlook.
  • Excellent written and verbal communication skills.
  • Good problem-solving skills.
  • Excellent interpersonal skills.
  • Highly organizational skills.
  • Attention to detail.
  • Comfortable working with deadlines.
  • Ability to produce accurate and timely reports while working in a fast-paced environment.
  • Flexibility.
  • Ability to respond to problems as they arise.
  • Ability to be patient in a stressful situation and to respond with empathy in stressful situations.
  • Ability to communicate clearly to all levels within the company and to customers.
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What We Offer

Health Insurance
401(k) Plan
Paid Time Off & Holiday Pay
Wellness Program
Learning & Development
Perks
Benefits in detail
Your Career @ Empire
Here, you’re in control of your future – we reward hard work, fast thinking and allow you to have a real impact on the company with your great ideas.
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