Customer Service Manager - Mini Splits

Almo
United States, Pennsylvania, Philadelphia
Jul 01, 2025
Position Summary: This position is responsible for overseeing the daily activities of the Fulfillment Customer Service department and ensuring Almo delivers the highest level of customer service to .com customers. Supervising, training, coaching, and mentoring employees. What you will do in this role: Oversee the daily operation of the customer service department Monitor and evaluate Salesforce usage and adjust workload as needed Monitor systems and procedures to ensure on-time order processing and customer satisfaction Advise customers concerning customer service related issues and escalations Assist customers in troubleshooting orders that require special handling Respond to customer inquiries and problem solving in a professional, effective, and timely fashion Oversee customer issues and ensure effective and long-term problem resolution Train and supervise customer service staff Coach Customer Service Team in order to achieve high performance Support and implement strategic plans for customer service department to accommodate corporate goals Direct assigned customer service activities and set performance goals accordingly Develop and implement policies Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department Maintain in-depth working knowledge of Almos systems and processes Set performance standards to meet service goals of company Measure Customer Service Representatives performance, issue performance evaluations, and make employment decisions Provide feedback to the company regarding service failures or customer concerns Provide feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes Work continually towards self-development to stay current on customer service, sales and supervisory procedures and practices Supervisory Responsibilities Directly supervise employees in the Customer Service Fulfillment Division and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws Interviewing, hiring, and training employees Planning, assigning, and directing work Conducting performance reviews Rewarding and disciplining employees Addressing complaints and resolving problems Bi-weekly payroll management Qualifications What we look for in a candidate: Bachelors Degree Minimum of 5 years customer service and management experience Use of incident management, problem management and knowledge base tools Demonstrated ability to lead and effectively communicate with staff at all levels Able to work and lead in a positive, team oriented manner with a variety of levels Demonstrated excellent communication capabilities (written and verbal) and interpersonal and team collaboration skills. Ability to perform mathematical operations quickly and accurately Skilled in MS Office Suite Customer Service Certification is a plus Primarily a sedentary role with heavy computer usage Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.