Customer Service Manager in Kennewick, WA at Ferrellgas

Date Posted: 6/5/2019

Job Snapshot

Job Description

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Ferrellgas is seeking a Customer Service Manager to be responsible for overseeing the day-to-day customer service functions of a large service center with multiple service units. This position ensures that all customer service tasks are completed in a timely fashion, the Customer Service Specialists maintain a high level of performance and the standards of Ferrellgas Customer Service are achieved.
Benefits:
  • Medical, dental, and vision plans
  • 401(k) retirement plan with company match
  • Employee Stock Ownership Plan (ESOP)
  • Paid holidays, sick leave, and vacation
  • Wellness program
  • Tuition Reimbursement Program
Essential Functions:
  • Leads a customer service team that provides an exceptional level of service to all customers.
  • Maintains a growth mentality, contributing to the development of marketing plans
  • In conjunction with the company's Human Resources team, interviews, hires and terminates staff as needed.
  • Sets clear and realistic expectations. Provides the necessary tools and resources required to achieve expectations.
  • Partners with General Manager and other leadership to assess the quality of customer interactions throughout the service center.
  • Ensures that team is providing daily support to Account Manager to facilitate growth.
  • Provides orientation and on-the-job training for new Customer Service Specialists and ensures that the authority, duties and responsibilities for each position are defined and understood.
  • Provides cross-training on all CSS duties so that employees have the ability to do all customer service related functions.
  • Provides coaching and guidance to continually improve our effectiveness in serving customers.
  • Ensures communication of company initiatives to the CSS staff. Facilitate regular team meetings keeping employees informed about the customer service goals and objectives.
  • Provides individual performance evaluations and improvement plans on a continuing basis.
  • Manages customer service staffing based on service center business needs.
  • Directs and assigns the daily, weekly, monthly customer service tasks ensuring timely execution to include a high level of accuracy upon completion.
  • Handles all escalated customer complaints.
  • Fosters and leads a positive team environment.
  • Serves as liaison between customer service team, management team and corporate partners gathering information to resolve issues.
  • Ensures all customer interactions are consistently and accurately maintained in the system.
  • Provides a level of customer service that fosters customer satisfaction and positions the service center to grow and retain customers.
Experience:
  • Bachelor's Degree preferred and equivalent of 2-5 years' experience in customer service and office administration.
  • Previous Call Center Management experience a plus.
  • Strong organizational skills.
  • Strong Typing and data entry experience.
  • Proven telephone communication skills.
  • Proficient PC skills (Outlook, Word, Excel, PowerPoint)
  • Ability to get along with others and work within a team environment.
  • Genuine commitment to providing superior customer service.
  • Basic accounting skills.
  • PeopleSoft experience preferred
Why work for Ferrellgas? We're so much more than a company that consistently ranks among the nation's largest propane retailers. We're also a company that strives to provide the very best propane service in each of the hundreds of communities we serve across the United States.
In 2017, Ferrellgas was ranked by Forbes as one of the Best Employers in America. For more information about the company culture, visit our Life at Ferrellgas page. And, if you're interested in being a part of a winning company, join the Ferrellgas team today!

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