Assistant Manager of Customer Service
Apply NowCompany: Cotter Consulting, Inc
Location: Chicago, IL 60629
Description:
SUPERVISES: Customer Services Representatives and Office Clerks
OVERALL OBJECTIVE: Assist with supervising employees during day-to day tasks, performing customer service duties, providing customer support in escalated situations, and managing the overall workflow of the workplace(s) located near O'Hare International Airport and Midway International Airport.
JOB COMPLEXITY/SCOPE: Manage the customer services of the Residential Sound Insulation Program (RSIP) to ensure homeowner satisfaction.
SUPERVISION: Reports to the Manager of Customer Service. Works under close supervision of Manager of Customer Service. Normally receives little day-to-day instruction and can perform most job functions independently.
FLSA STATUS: Exempt
Job Duties: Performs the duties indicated below and all other duties assigned.
Train and manage the Customer Service Representatives and Office Clerks.
Oversee day-to-day staff operations of the Customer Service Group, from 8:00 a.m. to 5:00 p.m. with a one hour lunch break, on a rotating basis at both O'Hare and Midway RSIP offices. May be eligible to work from home one day per week contingent on staffing and program needs, but will not be guaranteed.
Assist with creating procedures for Customer Services staff including all computer file templates, tracking forms, and database entries.
Sets up document tracker (DocTrack) of prospective participants for each Program year.
Helps oversee the process of sending homeowner briefing invitation letters and invitee lists to communities; schedules and prepares agenda for homeowner briefings.
Attend evening homeowner briefings to ensure accurate set up and manage the Customer Services staff at briefing.
Assist with answering participant questions during homeowner briefings.
Prepare and update form letters and forms that are to be sent to potential participants and actual participants.
Address phone calls that Customer Services Representatives may not be able to answer or resolve and determine if the call needs to be escalated to the Manager of Customer Service.
Address employee and homeowner concerns.
Fill in for Manager of Customer Service in times of absence, including holding client and daily staff meetings, providing accountability, and making executive decisions.
Perform the following customer service duties, as needed and, during times when the workload is heavy, or the customer service group is short staffed:
o Assist signing in attendees, collecting applications, and distributing participant information during homeowner briefings,
o Prepare a participant master list containing names, addresses, and telephone numbers,
o Assign a file ID to be used in the design team's computer files,
o Receive agreements from the participants and forward to the CDA Commissioner for execution,
o Enter participant information and other data into a database( Microsoft Excel or other program),
o Initiate title searches to confirm property ownership,
o Assist participants in the showroom(s) by showing and describing the doors, storm doors, windows, and other products,
o Schedule home inventory appointments with the homeowners,
o Schedule field measurement appointments and HVAC walkthrough appointments with the homeowners,
o Prepare individual construction schedules, schedule the construction work with the homeowners, and provide an informational document regarding preparing for, and what to expect, during construction,
o Answer telephone calls from homeowners, answer questions, document the inquiry and response in the participant file and/or database,
o Forward warranty packages to participants, and forward warranty assistance issues to the proper party,
o Assist the office clerk with filing participant materials and reproducing documents, booklets, and mailings,
o Assist the RSIP construction group in communication with the homeowners throughout the construction work.
Requirements
Qualifications and Requirements:
This position sits at a client office near O'Hare Airport
Bachelor's degree required and 5+ years of relevant customer service experience.
Minimum 4 years of related administration experience and management experience preferred.
Experience working with public entities (CDA, CDOT, CTA, etc.) preferred.
Fluent in Spanish or Polish preferred.
Ability to use a computer, the Internet, spreadsheet, database, and email software.
REQUIRED COMPETENCIES:
Flexibility and Adaptability
Recovers from disappointments and setbacks.
Works effectively with unstructured teams, situations, or environments.
Helps others adapt to changing environments and accept new situations.
Learning Oriented
Works to create a climate that values learning as a lifelong professional requirement.
Leads in establishing a climate that views errors and failures as learning opportunities.
Seeks opportunities to help others learn as teacher, coach, and mentor.
Oral Communications
Facilitates effective communication with senior technical and business associates.
Interacts with a wide variety of technical and business audiences.
Analyzes, determines, and presents the right message, verifying it is received as intended.
Effectively presents to clients, delivering key messages clearly and succinctly.
Teamwork
Promotes focus on team accomplishments, sharing credit.
Monitors individual and team morale; intervenes appropriately.
Evaluates individual and team effectiveness; recommends or makes improvements.
Problem Solving
Identifies and documents specific problems and resolution alternatives.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Facilitates reconciliation rather than divisiveness among individuals.
Written Communication
Produces written materials in business- and industry-specific technical language.
Adapts writing - language, form, style, tone - to different audiences.
Reviews the written materials of others and provides feedback and coaching.
Physical and Mental Requirements:
Job duties in an office setting require the following:
Ordinary ambulatory skills sufficient to move throughout the office;
The ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force constantly to move objects;
Good hand-eye coordination; the ability to reach with hands and arms; and arm, hand, and finger dexterity, including the ability to grasp;
Close visual acuity to use a keyboard, operate office equipment, prepare and review data and figures, and view a computer monitor;
The ability to talk and hear;
The ability to work in an upper level of a high-rise office building (Cotter Chicago office and some client offices);
The ability to handle temperature changes consistent with inside environmental conditions; and
Mental abilities include: remembering, reasoning, concentrating to remain on task, reading, problem solving, managing concurrent tasks, and the ability to understand and follow directions.
For job duties that require visiting a construction work site, the following are required:
Normal color vision;
The ability to ascend and descend ladders, stairs, scaffolding, ramps, etc., using feet and legs and/or hands and arms;
The ability to move across uneven surfaces and the ability to maintain body equilibrium to prevent falling on uneven or slippery surfaces;
The ability to stoop, kneel, or crouch;
The ability to stand for sustained periods of time;
The ability to work in confined spaces and narrow passageways;
The ability to work in high places; and
The ability to handle outside environmental conditions including: extreme heat, extreme cold, loud noise levels, fumes, odors, dusts, gases, and oils.
Learn more about our benefits: Cotter-Benefits-Brochure-1.pdf
Salary Description
$72,500-$90,000 Annually
OVERALL OBJECTIVE: Assist with supervising employees during day-to day tasks, performing customer service duties, providing customer support in escalated situations, and managing the overall workflow of the workplace(s) located near O'Hare International Airport and Midway International Airport.
JOB COMPLEXITY/SCOPE: Manage the customer services of the Residential Sound Insulation Program (RSIP) to ensure homeowner satisfaction.
SUPERVISION: Reports to the Manager of Customer Service. Works under close supervision of Manager of Customer Service. Normally receives little day-to-day instruction and can perform most job functions independently.
FLSA STATUS: Exempt
Job Duties: Performs the duties indicated below and all other duties assigned.
Train and manage the Customer Service Representatives and Office Clerks.
Oversee day-to-day staff operations of the Customer Service Group, from 8:00 a.m. to 5:00 p.m. with a one hour lunch break, on a rotating basis at both O'Hare and Midway RSIP offices. May be eligible to work from home one day per week contingent on staffing and program needs, but will not be guaranteed.
Assist with creating procedures for Customer Services staff including all computer file templates, tracking forms, and database entries.
Sets up document tracker (DocTrack) of prospective participants for each Program year.
Helps oversee the process of sending homeowner briefing invitation letters and invitee lists to communities; schedules and prepares agenda for homeowner briefings.
Attend evening homeowner briefings to ensure accurate set up and manage the Customer Services staff at briefing.
Assist with answering participant questions during homeowner briefings.
Prepare and update form letters and forms that are to be sent to potential participants and actual participants.
Address phone calls that Customer Services Representatives may not be able to answer or resolve and determine if the call needs to be escalated to the Manager of Customer Service.
Address employee and homeowner concerns.
Fill in for Manager of Customer Service in times of absence, including holding client and daily staff meetings, providing accountability, and making executive decisions.
Perform the following customer service duties, as needed and, during times when the workload is heavy, or the customer service group is short staffed:
o Assist signing in attendees, collecting applications, and distributing participant information during homeowner briefings,
o Prepare a participant master list containing names, addresses, and telephone numbers,
o Assign a file ID to be used in the design team's computer files,
o Receive agreements from the participants and forward to the CDA Commissioner for execution,
o Enter participant information and other data into a database( Microsoft Excel or other program),
o Initiate title searches to confirm property ownership,
o Assist participants in the showroom(s) by showing and describing the doors, storm doors, windows, and other products,
o Schedule home inventory appointments with the homeowners,
o Schedule field measurement appointments and HVAC walkthrough appointments with the homeowners,
o Prepare individual construction schedules, schedule the construction work with the homeowners, and provide an informational document regarding preparing for, and what to expect, during construction,
o Answer telephone calls from homeowners, answer questions, document the inquiry and response in the participant file and/or database,
o Forward warranty packages to participants, and forward warranty assistance issues to the proper party,
o Assist the office clerk with filing participant materials and reproducing documents, booklets, and mailings,
o Assist the RSIP construction group in communication with the homeowners throughout the construction work.
Requirements
Qualifications and Requirements:
This position sits at a client office near O'Hare Airport
Bachelor's degree required and 5+ years of relevant customer service experience.
Minimum 4 years of related administration experience and management experience preferred.
Experience working with public entities (CDA, CDOT, CTA, etc.) preferred.
Fluent in Spanish or Polish preferred.
Ability to use a computer, the Internet, spreadsheet, database, and email software.
REQUIRED COMPETENCIES:
Flexibility and Adaptability
Recovers from disappointments and setbacks.
Works effectively with unstructured teams, situations, or environments.
Helps others adapt to changing environments and accept new situations.
Learning Oriented
Works to create a climate that values learning as a lifelong professional requirement.
Leads in establishing a climate that views errors and failures as learning opportunities.
Seeks opportunities to help others learn as teacher, coach, and mentor.
Oral Communications
Facilitates effective communication with senior technical and business associates.
Interacts with a wide variety of technical and business audiences.
Analyzes, determines, and presents the right message, verifying it is received as intended.
Effectively presents to clients, delivering key messages clearly and succinctly.
Teamwork
Promotes focus on team accomplishments, sharing credit.
Monitors individual and team morale; intervenes appropriately.
Evaluates individual and team effectiveness; recommends or makes improvements.
Problem Solving
Identifies and documents specific problems and resolution alternatives.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Facilitates reconciliation rather than divisiveness among individuals.
Written Communication
Produces written materials in business- and industry-specific technical language.
Adapts writing - language, form, style, tone - to different audiences.
Reviews the written materials of others and provides feedback and coaching.
Physical and Mental Requirements:
Job duties in an office setting require the following:
Ordinary ambulatory skills sufficient to move throughout the office;
The ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force constantly to move objects;
Good hand-eye coordination; the ability to reach with hands and arms; and arm, hand, and finger dexterity, including the ability to grasp;
Close visual acuity to use a keyboard, operate office equipment, prepare and review data and figures, and view a computer monitor;
The ability to talk and hear;
The ability to work in an upper level of a high-rise office building (Cotter Chicago office and some client offices);
The ability to handle temperature changes consistent with inside environmental conditions; and
Mental abilities include: remembering, reasoning, concentrating to remain on task, reading, problem solving, managing concurrent tasks, and the ability to understand and follow directions.
For job duties that require visiting a construction work site, the following are required:
Normal color vision;
The ability to ascend and descend ladders, stairs, scaffolding, ramps, etc., using feet and legs and/or hands and arms;
The ability to move across uneven surfaces and the ability to maintain body equilibrium to prevent falling on uneven or slippery surfaces;
The ability to stoop, kneel, or crouch;
The ability to stand for sustained periods of time;
The ability to work in confined spaces and narrow passageways;
The ability to work in high places; and
The ability to handle outside environmental conditions including: extreme heat, extreme cold, loud noise levels, fumes, odors, dusts, gases, and oils.
Learn more about our benefits: Cotter-Benefits-Brochure-1.pdf
Salary Description
$72,500-$90,000 Annually