CUSTOMER SERVICE SUPPORT MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
Published: September 17, 2024 - The Customer Service Support Manager with experience in call center management and proficiency in Microsoft Office Suite. This role requires a bilingual English/Spanish speaker who excels in a fast-paced environment, demonstrating strong multitasking abilities and effective communication skills, both oral and written. The position exhibits a positive attitude, a willingness to learn, and the capability to work collaboratively while managing time efficiently.
Essential Hard and Soft Skills for a Standout Customer Service Support Manager Resume
- CRM Software Proficiency
- Data Analysis
- Technical Product Knowledge
- Reporting Skills
- Process Improvement Techniques
- Project Management
- Budget Management
- Quality Assurance Monitoring
- Conflict Resolution Techniques
- Regulatory Compliance
- Communication
- Empathy
- Problem Solving
- Adaptability
- Leadership
- Team Building
- Patience
- Active Listening
- Decision Making
- Stress Management
Summary of Customer Service Support Manager Knowledge and Qualifications on Resume
1. BA in Business Administration with 6 years of experience
- Analytical, organizational, decision-making, problem-solving, and written and verbal communication skills
- Demonstrated commitment to customer satisfaction, including an appreciation for customer experience
- Ability to manage, grow and cultivate teams under the direction
- Attention to detail, combined with the ability to not get lost in the details
- Experience utilizing reporting software for developing KPIs through metrics and analytics
- Experience working with ERP systems
- Experience with E-commerce
- Experience with PC-based systems/applications, web tools, and MS Office
- Experience with call center management
- Experience in the Industrial Wholesale distribution industry
2. BS in Communication with 5 years of experience
- Experience and/or training in a call center environment.
- Experience with customer service management
- Proficiency with Microsoft Word, Excel, and Outlook
- Bilingual English/Spanish
- Positive attitude and willingness to learn and work in a team environment.
- Ability to work in a fast-paced environment.
- Effective time management skills coupled with the ability to multi-task.
- Excellent oral communication skills with the ability to speak effectively with individuals or groups of customers or employees.
- Excellent written communication skills with the ability to write routine reports and correspondence.
- Ability to read and interpret a variety of documents and instructions furnished in written, oral, diagram, or schedule form.
3. BA in Marketing with 6 years of experience
- Basic understanding of Distributor Business processes such as service, parts, sales and administration.
- Written and Verbal Communication Skills
- Ability to demonstrate and report factual information.
- Ability to prioritize activities to maximize distributor and customer support efforts
- Understanding of PC Hardware/Software Systems including the Company's current IT Applications, Programs and Processes.
- Willingness to Travel Extensively to support the territory.
- Frequent overnight stays and willingness to stay and complete the task.
- Basic knowledge of construction equipment such as hydraulic, engine, powertrain, electrical, undercarriage, failure analysis and root cause analysis
- Experience with the achievement of CS&S Profit & Loss targets
- Experience with the effective utilization (billable and productive) for the CS&S organization
- Experience with effective cost management of CS&S cost base, in line with AOP goals
- Experience with continuous improvement initiatives prioritized by customer service and financial metrics
4. BS in Management with 7 years of experience
- Highly detail-oriented, able to manage multiple projects simultaneously
- Experience in Customer Service, Sales, and Operations Management experience with process improvement projects/ Business Process improvement.
- Excellent communication, presentation, consulting and analytical skills
- Enjoy working in a fast-paced, dynamic organization, able to adapt to changes in role/responsibilities
- Proven ability to operate & lead successfully multi-functional teams in large-complex global organizations.
- A self-motivated, innovative person with analytical, problem-solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas.
- Excellent oral, presentation, written communication, and organizational skills.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where limited information is available.
- Basic mathematical skills including the ability to compute rate, ratio, and percentages, draw and interpret bar graphs, and create basic formulas.
- Experience with Microsoft Dynamics Great Plains and/or SalesPad software
5. BA in Public Relations with 6 years of experience
- Good operation knowledge in SAP (WM, SD, MM)
- Excellent customer service and interpersonal mindset
- Excellent analytical skills to spot operation inefficiency and improve/simplify processes
- Good working knowledge of linkages to finance (budgeting), planning, manufacturing
- Fluent in both written and spoken English
- Experience in customer service functions and customer issue resolution which involved use and understanding of Entergy's customer service and/or distribution operations systems.
- Knowledgeable of all regulatory rules, policies and requirements affecting customer service within the jurisdiction.
- Skilled in negotiation.
- Knowledgeable of all jurisdictional rate schedules, service policies, and service standards.
- Knowledgeable of all customer products, services, and programs pertinent to the jurisdiction.
- Strong capabilities in influence without authority to affect decisions and outcomes.
- Able to develop strong relationships with peers and superiors within the organization in order to effectively and efficiently identify, facilitate, and direct the resolution of customer service issues.