ARAMARK Customer Service Manager in Lexington, Kentucky

Overview:

About the Company

AUS represents $1.4 billion of ARAMARK’s $13 billion in revenues.

ARAMARK Uniform Services 'fits the way you work' - headquartered in Burbank, California, the company with over $1.4 billion in revenues and 13,000 employees is the leading supplier of uniforms and career apparel. More than two million people at more than 250,000 businesses in the United States rely on AUS customer focused service. In addition to providing rental, purchase and lease programs, AUS also offers image enhancement programs that effortlessly deliver image and safety solutions to fit any size of budget for any size of business.

For more information on ARAMARK and the AUS operating portfolio, you can find all of the businesses on the following website: www.aramark.com

ARAMARK is a leader in professional services, providing award-winning food services, facilities management, and uniform and career apparel to health care institutions, universities and school districts, stadiums and arenas, and businesses around the world. In FORTUNE magazine's 2008 list of "America's Most Admired Companies," ARAMARK was ranked number one in its industry, consistently ranking since 1998 as one of the top three most admired companies in its industry as evaluated by peers and analysts. ARAMARK also ranked first in its industry in the 2007 FORTUNE 500 survey. ARAMARK seeks to responsibly address issues that matter to its clients, customers, employees and communities by focusing on employee advocacy, environmental stewardship, health and wellness, and community involvement. Headquartered in Philadelphia, ARAMARK has approximately 250,000 employees serving clients in 19 countries. Learn more at the company's Web site www.aramark.com

ARAMARK Unifrom Services is currently hiring for the following position:

Customer Service Manager

The Customer Service Manager partners with trainers and internal team members to ensure that the customer service representatives are properly trained, coached, motivated and mentored to succeed in displaying a professional service attitude and an eagerness to serve all customers. Ensures that department and company goals are communicated, executed and met. The CSM focuses the team on outstanding customer experiences and retention of the customer base.

Description:

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Oversees day-to-day workflow of Customer Service Representatives.

  • Creates a high quality team environment that promotes achievement of common goals by establishing and implementing performance, service and quality standards and providing feedback and direction to ensure productivity levels meet or exceed standards.

  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations and ultimately improves the efficiency and service to both internal and external customers.

  • Responsible for staffing, training, coaching, development, and performance management of customer service staff. Conducts performance reviews and provide ongoing performance feedback. Addresses individual and unit performance issues as they are identified.

  • Monitors inbound call volume and oversees offline functions within the department.

  • Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate.

  • Provides Customer Service Representatives with daily assistance with customer problem resolution and in managing escalated customer calls.

  • Maintains market awareness; stays in touch with market trends including economic, environmental and competitive forces influencing our market in order to make solid business decisions.

  • Oversees special calling projects and other duties as assigned.

REPORTING STRUCTURE:

  • This position reports to the Customer Service Director. This position has direct reports; Customer Service Representatives.

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Qualifications:

  • Ability to coach, develop and lead a team of 20+ Customer Service Reps in a fast-paced call center environment

  • Exceptional time management skills with the ability to flex and multi-task

  • Strong analytical skills

  • Excellent customer service skills to include professional phone protocol

  • Team oriented with good communication and interpersonal skills

  • Demonstrated personal drive and sense of urgency, results-oriented

  • Ability to manage both the needs of the business and employees

  • Strong understanding of interdepartmental relationships in order to collaborate across the organization

  • Experience with call center telephony systems including user interface monitoring and phone sets

  • Specific focus during emergency situations and the recovery process.

  • Ability to identify and enforce accountability to operations

  • Familiar with Oracle Teleservice application and Cisco CTI is a plus

  • Bachelor’s degree or equivalent

  • Five years’ experience in a customer-centric environment and three years or more in a supervisory or manager role.

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EQUAL EMPLOYMENT OPPORTUNITY

ARAMARK is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with ARAMARK without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer – Minority/Female/Disability/Veteran