Manager, Customer Service

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. The Customer Service Manager is responsible for leading the customer service team to provide outstanding service and achieve customer satisfaction goals. They develop and implement customer service policies, manage customer service operations, and ensure that customer inquiries and complaints are resolved promptly and effectively. The Manager also recruits, trains, and mentors customer service staff, analyzes customer service data, and makes strategic recommendations to improve service quality. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service management principles. This role is hybrid (in office at least 3x per week) in our Yellow Springs, Ohio location. Customer Service Manager Responsibilities: Customer Relations: Handle escalated customer complaints and issues. Develop and implement strategies to improve customer satisfaction. Monitor customer feedback and make necessary changes to processes. Foster positive relationships with customers and ensure their needs are met. Process Improvement: Analyze current customer service processes and identify areas for improvement. Develop and implement new processes to enhance efficiency and effectiveness. Monitor and track customer service metrics and make adjustments as needed. Conduct regular training sessions for staff to improve customer service skills. Budget Management: Create and manage the customer service budget. Monitor expenses and identify areas for cost saving measures. Negotiate contracts with vendors and suppliers for necessary resources. Cross Functional Collaboration: Collaborate with other departments to ensure seamless customer service experience. Communicate customer feedback and concerns to relevant departments. Work with marketing department to develop strategies for customer retention and acquisition. Reporting and Analysis: Generate regular reports on customer service performance and present to upper management. Analyze data to identify trends and make recommendations for improvement. Utilize customer service software and tools to track and manage customer interactions. Compliance and Quality Assurance: Ensure compliance with company policies and procedures. Conduct quality assurance checks on customer interactions to maintain high standards. Stay updated on industry regulations and make necessary adjustments to processes. Training and Development: Mentor and coach customer service staff to improve performance and career growth. Identify training needs and develop training programs to enhance skills and knowledge. Stay updated on customer service best practices and incorporate into training programs.

Management: Lead and manage a team, providing guidance, feedback, and support. Set goals and KPIs for team members and monitor performance. Foster a positive and collaborative work environment. Develop and implement training programs to keep team members updated on trends and strategies. High Impact Behaviors: Strategic Decision Making: A manager must be able to assess complex situations, consider long-term implications, and make decisions that align with the organization’s vision and goals. This involves critical thinking, foresight, and the ability to balance various stakeholders’ interests. Effective Communication: Clear and transparent communication is vital for a manager. This includes articulating vision, expectations, and feedback in a way that motivates and engages team members. It also involves active listening