Customer Service Manager (Administrative)

The Customer Service Manager (CSM) at Viking plays a pivotal role in ensuring exceptional customer experiences while upholding the Company's core values and mission. As the hands-on leader of the customer service team, the CSM drives the team to meet performance goals, foster a collaborative environment, and serves as a champion of Viking's commitment to "Safeguard what matters most."
Core Values

Customer First
Quality Without Compromise
Follow Through to Completion
We Win Together, We Learn Together

Core Responsibilities

Customer Satisfaction & Experience

Actively champion the "Customer First" core value by ensuring customer needs are anticipated, understood, and exceeded
Monitor and improve customer satisfaction metrics, responding swiftly to escalations and resolving issues effectively

Team Leadership & Development

Build, lead, & develop a high performing customer service team of 4+ CSRs
Provide coaching & development opportunities to enhance skills, motivation, & job performance
Foster a culture of accountability, collaboration, and continuous improvement

Operational Excellence

Establish & refine customer service processes to ensure efficiency & consistency
Track, analyze, & report on key performance indicators (KPIs) such as response time, resolution rate, & customer satisfaction scores
Leverage technology, tools, & industry best practices to streamline workflows & improve customer interactions

Collaboration & Communication

Serve as liaison between customers & internal departments, ensuring alignment & timely resolution of issues
Collaborate with sales, operations, and other teams to provide seamless service & resolve customer pain points
Communicate effectively with customers, team members, & stakeholders to maintain transparency & trust