About the job Customer Service Manager
Company: Countrywide Water Services Inc. (CWSI)
Position Title: Customer Service Manager
Job Summary
The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.
Duties and Responsibilities
1. Customer Service Operations & SLA Management
Lead the overall customer service operations by ensuring customer tickets, requests, and complaints are resolved within established Service Level Agreements (SLAs); monitor performance metrics, coordinate with the Helpdesk and concerned departments for timely resolution, manage escalations, and drive customer satisfaction through effective service delivery.
2. Customer Experience & Process Improvement
Develop and implement customer service
standards, policies, and process improvements to enhance operational efficiency
and customer experience; analyze customer feedback and service trends,
establish corrective actions, and lead continuous improvement initiatives to
improve CSAT and service quality
Corporate Communications & Digital Channels
Review and approve all customer-facing communications including announcements, advisories, notices, and correspondence to ensure accuracy and consistency; spearhead the development, maintenance, and continuous improvement of the company's website and official social media platforms to enhance customer engagement and public information dissemination.
4. Leadership, Performance Management & Stakeholder Coordination
Lead, coach, and evaluate the Customer Service
team; establish performance targets and KPIs, conduct regular coaching
sessions, prepare management reports, and collaborate with Operations, Billing,
Collection, IT, and other departments to achieve organizational customer
service objectives.
OTHER
FUNCTIONS
Perform other assigned functions as needed.
Technical Competencies and Skills
Strong leadership and people management skills., Excellent written and verbal communication skills., Customer relationship management., Process improvement and project management., Data analysis and reporting., Social media management and digital communications., Stakeholder coordination and problem-solving., Proficiency in CRM, Helpdesk, Microsoft Office
Education, Trainings and Licenses Required
Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management