Service Manager

Lancaster, PA Full-time

Veritas Press is a Christian organization dedicated to providing the best classical Christian education materials and services anywhere.

Description:

The Service Manager serves as a working manager to develop, implement, monitor, and continuously improve customer service plans and strategies based on targeted objectives in targeted markets. The Service Manager focuses and coaches the team on meeting the departmental goal of providing “The Ultimate in Customer Service.”

Responsibilities:

Knowledge

  1. Acquire and maintain knowledge of the company history, vision, mission, and values.
  2. Acquire and maintain product knowledge of all Veritas Press product offerings.
  3. Acquire and maintain knowledge of all Veritas Scholars Academy offerings and policies.

Assignment and Accountability

  1. Assign tasks and hold Service Representatives and Service Supervisor accountable.

Customer Escalations

  1. Serve as final level appeal in escalation process.
  2. Outlines solutions outside of standard Service policies and procedures.

Departmental KPIs

  1. Track, monitor, and continuously improve Departmental KPIs as outlined by Director of Operations.

Training

  1. Assist Director of Operations in creating a training and onboarding system for all Services Representatives.
  2. Ensure all Service representatives are adequately trained and onboarded

 Financial

  1. Execute and continuously improve End of Day Closing procedure
  2. Execute and continuously improve Batch Order Processing procedure
  3. Plan, create and implement Payment Decline process for web orders and payment plan
  4. Audit and process payment adjustments on Veritas accounts as directed

Policies and Procedures

  1. Plan, create, implement, and continuously improve Veritas Press Service Department’s policies and procedures.
  2. Audit and hold accountable implementation of the policies and procedures
  3. Create, maintain, and continuously improve Service Knowledge Base for representatives and families

 Budget

  1. Establish annual departmental budget for Service Department
  2. Approve departmental expenses with parameters of budget

Interacting with Veritas Families

  1. Engage families by answering product and service questions.
  2. Resolve product or service problems by clarifying the family’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  3. Record all interactions with families in Veritas Press Customer Relationship Manager.
  4. Seek to achieve first call resolution with families as much as possible.

Sales

  1. Improve sales of Veritas Press products and services through relationships with families.
  2. Record orders in Veritas Press order processing software.
  3. Use appropriate knowledge to place students in the correct Veritas Press product or service.
  4. When appropriate, suggest additional products and services. 

Conferences

  1. Attend Company trade shows as needed.

Skills and Qualifications:

  1. Being conversant with and supportive of the Reformed Faith and Classical Education from a Christian worldview is preferred.
  2. 5 years’ experience in Customer Service Management.
  3. 5 years’ call center experience.
  4. Able to communicate effectively via phone and email.
  5. Proficient in Order Entry Systems.
  6. Proficient in MS Office, and G Suite for Business products.
  7. Proficient in Customer Relationship Management (CRM) Software.
  8. Willing to learn constantly about the company’s products and services.
  9. Detail Oriented.

Physical Demands:

  1. Standing, walking and sitting for long periods of time
  2. Extensive typing on QWERTY style keyboard
  3. Extensive viewing of lighted computer monitor
  4. Speaking and Hearing
  5. Reaching and bending
  6. Lifting up to 50 lbs
  7. Using hands to perform tasks
  8. Working in standard office conditions with and near electronics

Education:

  1. Bachelor’s degree is preferred

Instructions:

  • Be sure to answer all questions marked with an * on the application; they are required.
  • If you're not sure of any of the other answers, leave them blank.
  • Please upload a resume; we prefer PDF format.
  • In the Cover Letter section, please write us a brief note to tell us why you're applying. It can be as formal as you want it to be, we just want to get to know you.
  • After you submit your application, you cannot edit it.
  • If you close the application without clicking the SUBMIT button, your details will not be saved and you will have to start over.