Train, supervise and help recruit customer service reps. Foster an environment in which clients enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient experiences by:• Delivering superior customer service while adhering to company’s high values• Assisting in the interview/hiring process of employees and responsible for orientation and training• Managing a customer service team that encompasses logistics support, auditing duties, data analysis, and customer experience •Performing regular 1:1s with team to motivate, teach, and collaborate • Performing quarterly performance reviews for team members• Overseeing and managing team PTO requests• Developing and implementing Customer Experience initiatives, including Feedback Surveys, and weekly logs• Analyzing Customer Experience data, and bringing to department heads to provide cross-departmental training • Identifying areas of improvement and room for growth to help elivate company standards• Providing fast and accurate troubleshooting to busy clients via phone and email• Effectively motivating my staff and monitoring the quality of customer service through continual guidance, direction, development and coaching of the CSR department• Providing primary client support for all high profile clients• Managing department workload to ensure all representatives are meeting their goals by evaluating order volume and personal strengths• Acting as a liaison between department managers to ensure continuous high level support across the company• Handling all escalations by working toward a win-win solution for both the company and the client• Overseeing 300+ orders daily

• Provided top notch customer support• Offered troubleshooting steps to customers via phone, email and website’s help page• Supervised the daily scheduling of 6-8 service technicians• Answered multiple phone lines• Greeted clients• Entered daily service work orders and followed through to completion• Online product ordering of parts, office supplies and tools• Headed marketing projects and evaluated their effectiveness• Managed company’s Facebook page• Completed time sensitive tasks given by the President and Vice President including composing, editing and reviewing proposals, documents and related correspondence.

• Answered phones• Scheduled jobs• Tracked jobs for changes and completion• Received, entered and tracked accounts receivable and payable invoices.• Oversaw employee time cards and confirmed accuracy