Customer Service Manager

Confer with customers by telephone or in person to provide product information, take orders, and resolve service or billing complaints. Check that appropriate changes resolve customer problems and keep records of interactions, inquiries, and actions taken. Determine charges, collect payments, and refer unresolved grievances to designated departments for further investigation. Complete contract forms, prepare change of address records, and issue service discontinuance orders using computers. Solicit sales of new or additional services and products. Order tests to determine product malfunction causes and examine relevant information to assess complaint validity. Review claims adjustments with dealers, examine defective parts, and approve or disapprove claims. Recommend improvements in products, packaging, shipping, service, or billing methods to prevent future problems.