Job Description

MAU is hiring a Customer Service Manager for Mannington Mills in Calhoun, GA. As a Customer Service Manager, you will oversee customer service operations by hiring, training, and leading teams, ensuring high service standards, resolving escalations, analyzing key metrics, optimizing budgets, refining processes, enforcing policies, and collaborating with other departments to enhance the overall customer experience. This is a direct-hire opportunity.

Benefits Package:

• 401k matching
• Health insurance
• Dental insurance
• Vision insurance
• Paid vacation
• Paid holidays

Shift Information:

• Monday to Friday | 8:00 AM to 5:00 PM

Required Education and Experience:

• Bachelor’s degree from a four-year college or university AND/OR
• 5–10 years of related experience in customer service or a relevant field

General Requirements:

• Excellent verbal and written communication skills
• Strong organizational and administrative abilities with keen attention to detail
• Self-motivated and capable of working independently with minimal supervision
• Ability to handle time-sensitive situations with urgency and efficiency
• Strong interpersonal skills to build and maintain positive relationships
• Effective multitasking and prioritization to meet deadlines
• Excellent problem-solving skills with a proactive approach to challenges
• Ability to be persistent while maintaining professionalism and tact
• Strong discretion in handling confidential information
• Courteous, professional, and customer-focused demeanor
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• SAP experience preferred

Essential Functions:

• Hire, train, and lead customer service representatives, providing coaching and performance feedback to maintain high service standards
• Monitor and evaluate customer interactions to ensure consistency and identify areas for improvement
• Analyze key metrics (e.g., call volume, resolution time, customer satisfaction) to drive service enhancements
• Oversee customer inquiries, complaints, and escalations, ensuring timely and effective resolution
• Develop and manage budgets, forecasting needs, and optimize expenditures to meet financial objectives
• Enhance service quality by assessing and refining processes, setting performance metrics, and analyzing results
• Establish and enforce customer service policies, procedures, and best practices
• Ensure compliance with productivity, quality, and customer service standards
• Conduct audits of service procedures to identify trends and implement system improvements
• Collaborate with cross-functional teams (sales, marketing, product development) to enhance the customer experience
• Stay up to date with industry best practices through continuous learning and professional development
• Proactively identify and resolve challenges, using analytical skills to develop effective solutions, even in high-pressure situations

MAU Workforce Solutions is an innovative global company with extensive experience providing solutions for success in staffing, recruiting, technology and outsourcing to our clients, employees, and applicants. Headquartered in Augusta, GA since 1973, MAU is a family and minority-owned company offering better processes and better people to create efficiencies and greater profits for our clients. Our relationships with world-class companies, our training programs and our culture of family allow MAU to offer better results, better jobs, and better lives to those who work with us.

All Applicants must submit to background check and drug screening

Disclaimer: This job description is not designed to be a complete list of all duties and responsibilities required of the position

EOE

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