Assistant Manager - Customer Service Center

"BUILD" YOUR CAREER WITH TUFF SHED!

It's an exciting time to join Tuff Shed! We're hiring an Assistant Manager for our Customer Service Center located in the south Dallas area in Lancaster, TX.

The Customer Service Center Assistant Manager (CSC Assistant Manager) in conjunction with the CSC Manager is responsible for program related aspects of the Customer Service Center team. Responsibilities include hiring, training, and directing Customer Service Center Representatives (CSC Reps) in communicating with the Home Depot (HD) partners.

DO YOU HAVE WHAT IT TAKES TO BE A TUFF SHED CUSTOMER SERVICE CENTER, ASSISTANT MANAGER?

• Create, track, report, and implement Contests for CSC team members
• Provides input to the CSC Manager regarding improvements for office procedures, policies, incentives, and contests
• In partnership with the CSC Manager, conducts team meetings in person and virtual
• Sells Tuff Shed supplied wholesale products and services to HD customers
• Assists with overflow calls and workload in all departments, as business dictates, and directs CSC Reps
• Reviews and approves CSC Team Member time sheets, monitors attendance, and works with payroll to resolve any issues
• Responsible for providing training to CSC team members, including onboarding training, technology use, Tuff Shed products and education on promos, contests, and any other business initiative
• Utilizes Customer Relationship Management (CRM) platform to convert customer leads and assign to CSC Reps and Communicates daily lead counts to the CSC Manager
• Acts as the first point of contact for CSC team members in managing the day-to-day functions
• Has a working knowledge of all buildings and products sold by Tuff Shed
• Responds to customer concerns, escalated issues/complaints, order issues and other issues as they arise
• Corresponds through email, forms, or order documentation with appropriate Tuff Shed team members on customer orders, as necessary
• Performs all other duties, tasks and responsibilities as assigned by the Tuff Shed management
• Ensures that sensitive customer information is secured through Tuff Shed security processes
• Monitors phone system CRM for the purpose of performing daily business in the CSC
• Must be available to cover shifts, extend shifts, or make last minute scheduling adjustments to cover the workload as business dictates
• Reports phone or computer issues to CSC Manager and or IT immediately and follows contingency plan when required
• Creates CSC Team’s weekly work schedule, according to business needs
• Assists with interviewing & hiring, disciplinary actions and terminations of employment in a professional manner

Education

• High school diploma or requisite experience required

Skills And Experience

• Salesforce (highly preferred) or similar CRM (analytics, report writing, dashboards)
• Ability to read, write and understand instructions given orally, in writing and/or in diagram form
• Previous sales driven call center experience highly preferred
• Excellent customer service skills
• Ability to prepare written correspondence and reports that create a professional image for Tuff Shed
• Ability to effectively communicate at all levels, including customers, business partners, suppliers, co-workers, managers, and the general publi c
• Hands-on computer skills in Microsoft Office and Internet applications required
• Proven Sales Leader in business to consumer setting
• Ability to solve problems using sound logic and good business judgment
• Able to coach, counsel, train and develop individuals and a team.
• Ability to use arithmetic, mathematical, accounting, and financial tools as they apply to Tuff Shed business

WHAT'S IN IT FOR YOU?

• On-Demand Access to Your Pay!
• Comprehensive training and mentorship to grow your skills and ensure your success
• We offer competitive salary and benefits! PTO, paid holidays, medical/dental/vision and life insurance, Employee Stock Ownership Plan (ESOP), a 'Safe Harbor' 401(k) plan.
• An opportunity to join a successful company and be part of the growth of the team!

NEXT STEPS

• As part of the application process, please take a short survey, called Predictive Index. Click on the following link to complete this five minute survey: https://assessment.predictiveindex.com/4Va/7c2a4411-266f-442b-886c-7769288e3a86?type=candidateba
• Learn more about us! Check out the Tuff Shed Website at www.TUFFSHED.com .
• Interested? We encourage you to submit your resume for consideration

Tuff Shed is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, genetic information or any other status protected by law or regulation.

MGT2021

Apply Now