Customer Support

• Lead the branches customer service function while developing and executing tactics consistent with initiatives policies, procedures and resources to achieve branch goals and the company’s mission and plan.
• Keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
• Personally exhibits, recruits and coaches associates consistent with Core Behaviors.
• Responsible for promoting culture of safety.
• Coordinate with cross functional teams in the execution of customer transactions and ensure customer satisfaction.
• Monitor transactions of team members and solve challenges that may arise ensuring policies, procedures and guidelines are followed.
• Monitor KPI’s of CSR performance utilizing reports available to ensure transactions are accurate.
• Monitor inventory and stock levels to ensure effective of the branch plan.
• Align the efforts of the CSR team with the branch business plan to achieve results.
• Approve pricing variances as needed and within the guidelines set by the GM.
• Partner with sales team to grow and exceed sales and gross profit objective for fiscal year.
• Hiring, training and termination of customer service departments.
• Broad knowledge of company procedures, work instruction, and specific software (P21, Acclaim, etc.).
• Support BlackHawk pricing program to grow gross margin.
• Support all new BlackHawk processes.
• Work with BlackHawk assigned credit representative to ensure a transparent process with customer, Holds, etc.
• Work with BlackHawk purchasing and vendor issues, special pricing, and growth opportunities.
• Promote positive relationships with vendors, make CSR’s aware of promos and how they work, along with making sure flyers are distributed and explained.

Customer Service Manager

Veterinary Customer Service Representative

Branch Customer Service & Sales Representative

Customer Service, Admissions

Level 2 IoT Support Specialist

Customer Service Administration, Contract Management — Medical Technology