Customer Service Manager - Retail Confidential Erie, PA Job Details Full-time From $13 an hour 2 hours ago Benefits Health insurance 401(k) Flexible schedule Qualifications Customer communication Team leadership Team development Hiring Payroll Interviewing Retail management Full Job Description A premier regional shopping center located in Erie, Pennsylvania, is currently seeking a full-time Customer Service Manager to oversee the shopping center's Customer Service department. The primary goal of the position is to ensure that all guests receive a high level of quality service that is expected from a top-tier shopping center. The Customer Service Manager will direct the day-to-day activities and development of 4-5 customer service personnel. The ideal applicant will possess a thorough knowledge of Erie and the surrounding areas, as well as upcoming events, and will be able to handle all guest inquiries.

Responsibilities:

Communication Communicate effectively with shopping center management, tenants, and guests Establish a strong rapport with retailers and distribute information as necessary Act as a liaison between guests and shopping center management Attend all shopping center management team meetings Maintain awareness of issues pertinent to the center and report as necessary Team Leadership Interview and hire Customer Service staff Provide new employee training, as well as continued team training and evaluation Prepare staff meetings and provide minutes to supervisor and shopping center management staff Establish shifts and create a weekly work schedule for staff, making accommodations when necessary Evaluate employees to improve performance Set team and individual performance goals Set goals for Customer Service Representatives and monitor and report results Promote and monitor operating policies Trouble shoot guest issues Drive Customer Service Team to achieve a high level of guest satisfaction Training Provide ongoing training opportunities for all Customer Service Representatives Initiate training exercises and programs to elevate the knowledge of the Customer Service Representatives Administrative Accurately complete daily, weekly, and monthly reports and meet deadlines Daily reconciliation of gift card monies Create memos and informational pieces for staff Scheduling and payroll Knowledge Knowledge of shopping center stores and restaurants and their product lines Knowledge of the trade area surrounding the shopping center, including current events Knowledge of area hotels, restaurants, attractions, and transportation systems Technical/Operations Troubleshoot gift card program and maintain equipment Knowledge of telephone system and radios Inspection of strollers and wheelchairs for safe and proper operation Marketing Support shopping center marketing and tourism initiatives Manage Customer Service Team participation in promotional activities Manage day-to-day operations of shopping center gift card program, including corporate orders as necessary The Customer Service Manager must be available for a variety of shifts, including a mix of days, nights, and weekends. Compensation for the position is $13.00/hour.

Job Type:

Full-time Work Location:

In person

Pay:

From $13.00 per hour Expected hours: 35.0 - 40.0 per week

Benefits:

401(k) Flexible schedule Health insurance

Work Location:

In person