Location: Lockport, NY

Status: Full-time, Exempt

Company Overview:

Candlelight Cabinetry is a leading B2B manufacturer specializing in building and finishing custom and semi-custom cabinetry for the home. Founded in 1990, Candlelight is known for its high-quality craftsmanship, extensive options for finishes and materials, forward-thinking design solutions, and exceptional customer service.

Position Summary:

The Customer Service Manager is responsible for leading and managing the customer support team to deliver outstanding customer experiences. This role involves developing strategies to enhance customer satisfaction and retention, ensuring consistent service quality, and fostering a positive team environment.

Responsibilities include, but are not limited to:

Team Leadership:
Lead and manage a team of customer service representatives, including hiring, training, coaching, and performance management.
Foster a positive and collaborative work environment that encourages teamwork and professional growth.
Customer Satisfaction:
Develop and implement strategies to improve customer satisfaction and retention rates.
Establish and maintain customer service standards and procedures for high-quality service delivery.
Performance Monitoring:
Monitor and evaluate team performance metrics, such as response time, resolution rate, and customer feedback, to identify areas for improvement.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Collaboration:
Collaborate with other departments, including sales, marketing, and product development, to address customer needs and enhance the overall customer experience.
Process Improvement:
Implement technology solutions and tools to streamline customer service processes and enhance efficiency.
Stay informed about industry trends and best practices in customer service management to continuously improve service offerings.

Qualifications:

Bachelor's degree in business administration, management, or a related field.
5+ years of experience in a customer service management role.
Excellent verbal and written communication skills.
Strong problem-solving and decision-making abilities.
Ability to work well under pressure and handle challenging situations.
Proficiency in customer service software and CRM systems.
Exceptional leadership skills.
Strong organizational skills and attention to detail.

Benefits:

401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance

Equal Opportunity:

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

Candlelight Cabinetry

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Customer Service Manager