Long Island Carpet Cleaners, Inc. is a fifth-generation family-owned business based in Queens. We are the leading provider of specialty cleaning services in the NYC area. We clean carpet, area rugs, upholstered furniture and draperies for residential and commercial customers. We also clean, maintain and restore natural stone, tile, grout, terrazzo and decorative metal.
The Customer Service Manager reports directly to the owner/president of the company, and is responsible for day-to-day office-based concierge-level client service functions, as required.
This is a full-time in-person position.
Responsibilities include but are not limited to, the following:
1. Participate actively with our client service team to answer inbound calls/emails/messages from current and prospective clients requesting information about our services. We provide an extremely high level of service to B2B and B2C clients.
2. Gain a comprehensive understanding of our customer experience and collaborate with management to align all teams and individuals, and implement initiatives for continuous improvement, including build-out of our concierge desk. Ongoing active participation in direct client engagement is required.
3. Help develop and implement initiatives to enhance productivity and quality within the client service team and throughout the organization, with a focus on goal setting, measurement and active engagement to facilitate constant improvement.
4. Participate actively in escalation, and support our team members to ensure efficiency, effectiveness and that our client service standards are met/exceeded and that our business is performing to its full potential by participating actively in client engagement on a continuous basis.
4. Facilitate staff onboarding, training, performance management and development.
5. Work with management to implement sales and marketing initiatives.
6. Prepare internal reports pertaining to individual and team performance.
Required Skills / Abilities / Credentials:
1. Ability to think strategically and tactically, and adjust between thought processes as needed to make effective decisions efficiently, taking both the big picture and small picture into account.
2. Excellent understanding of personnel and process management. Highly disciplined regarding implementation of systems and execution of processes.
3. Data analysis and presentation skills, with an ability to think both analytically and creatively.
4. Ability to learn extensive technical systems and processes, and make improvements (or suggestions for improvement, as appropriate). Proactive issue identification, prevention and resolution skills (people, systems and processes).
5. Outstanding communication and interpersonal skills, with the ability to handle multiple methods of communication (in-person, phone, chat, email) and maintain the highest standards of professionalism across each medium.
6. Highly organized, with the ability to prioritize, delegate and eagerness to also actively participate on the front lines on an ongoing basis.
7. Ability to manage and collaborate vertically (both up and down) and laterally.
8. Bachelor's degree in business administration, management, marketing or a relevant field.
9. Proven experience in a related field.
10. Must be intellectually curious.
11. Must have the aptitude to gain the conceptual knowledge to perform a wide range of tasks manually and the skills to leverage our systems to perform tasks efficiently.
12. Marketing experience is a plus.
We are an Equal Opportunity Employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized category, including, but not limited to: race, color, religion, gender (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, service member status or any other status protected by federal, state or local law.
The anticipated base pay for this position is $22.00-$27.00 per hour. The actual base pay offered will depend on a variety of factors, including, but not limited to, the qualifications of the individual candidate for the position, years of relevant experience, level of education attained, certifications, etc.
