Section 1: Job Specification
Future Shop
Position Title: Customer Service Manager
Reports to: Store Manager
Status: Full time
Department: Customer Service
Location: Mississauga
Date: November 25th, 2008

Skills/Abilities

Communication
- is able to speak fluent English
-can give clear verbal and written directions to subordinates
-open to hearing others’ opinion
-available for individual consultation when needed
Organization
- keeps accurate records of employee information
-makes schedules well ahead of time
-never leaves cash unattended and will always lock it up in safe place
-sets their own deadlines
-ensures subordinates knows and understands the deadlines
Multitasking
- able to handle multiple demands at once
-can prioritize what duties according to level of importance
-would ask for help when the workload is really beyond what one can handle
Computer skills
- proficient in Microsoft Word, Excel, E-mail, in-house database software, and inventory system
Customer service ability (interpersonal skill)
-smiles and nods in a friendly manner to all customers
-addresses customer concerns immediately
-if they do not know the answer to a question they will attempt to find out immediately from others
-if conflict involves a subordinate and a customer, will always listen to both sides of the story before making any decisions
-listens without interruptions
-will always ensure customers are satisfied before moving on to the next
-if customer request is beyond their manageable scope, will be sure to consult management to avoiding giving empty promises

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Attributes

Experience
Education/Training

Team Builder
- has frequent meetings with staff to gather their opinions and difficulties they are experiencing
-will delegate tasks according to each individual’s strengths and weaknesses
-tries to accommodate for members’ needs when scheduling staff
Leadership
- delegates tasks according to individual’s strengths and weaknesses
-sets own deadlines and communicates it with team members
-motivates team members by setting realistic goals
-is attentive to team members’ requests and opinions
-is available for individual consultation to team members
-open to others’ opinions and criticisms
-will coordinate group activities or meetings
-will have one-on-one discussions with members with performance issues (will not confront them in front of other staff)
-will acknowledge high performing team members through verbal recognition or some sort of reward
2-3 years of customer service experience
Cash handling
Experience in hiring, training or supervising staff
College or University diploma/degree is preferred.

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Skill of Focus: Customer Service (Interpersonal Skills)
Presents themselves in a professional demeanour at all times o Smiles and maintains eye contact with the customer he/she is serving o Nods while listening o Never interrupts others when they are speaking o Always looks around to see if other customers need assistance o Never speaks or acts impolitely to any customer or colleagues o Does not excessively socialize with coworkers during shift o Arrives to work on time o When they do not know the answer to a customer’s question he/she will seek the answer from other staff or supervisors o Will only provide information they are sure is accurate to prevent giving empty promises
Able to deal with difficult customers o Maintains smile and eye contact at all times o Nods while listening o Never interrupts others when they are speaking o Will attend to customer as soon as they express their concern or dissatisfaction o Would never tell the customer that they are wrong directly but would advise them of the company’s policy o When they do not know the answer to a customer’s question he/she will seek the answer from other staff or supervisors o Suggests possible solutions o Consults supervisor or company policy when unsure what to do o Follows up with customers o Ensures the customer is satisfied with the final solution before moving on to other