Customer Satisfaction Manager

Posted on October 1st, 2023

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Basic Function

The function of a Customer Satisfaction Manager (CSM) is to manage all aspects of the Customer Service contact center at Innova Electronics, a leading supplier of test equipment and diagnostic reporting for the automotive aftermarket.

• This encompasses the Contact Center, located in Irvine, where Customer Service Technicians answer phone calls, emails, chats, and social media inquiries, and the design and management of self-service offerings to complement and enhance live service
• The Customer Satisfaction Manager is part of a team responsible for driving high levels of innovation, efficiency, and customer satisfaction for Innova, as well as planning for future growth and expansion
• Providing technical expertise both internally and externally. This may include presentation, training, exhibition, field testing, special assignments, etc.
• Protecting the interests of the company by maintaining confidentiality about new product development

Key Qualifications

• Minimum 5 years of contact center or call center management experience, including staffing, scheduling, quality management, coaching, training, and staff development, monitoring real time activity, and managing metrics
• At least five years’ experience in the automotive industry
• Automotive Diagnostic experience required
• Automotive Technology Degree or equivalent work experience
• ASE Certified Master Tech preferred
• Ability to juggle multiple priorities and to direct and motivate others to achieve team goals
• Previous experience managing and growing a team and establishing processes and tools to support growth
• Proven analytical and people skills, along with the ability to encourage and motivate others to perform at high levels
• Intermediate proficiency with MS Office and Internet applications

Reporting Relationship

• The CSM reports to the Product Department Director
• The Customer Service Supervisor reports to the CSM


The following are principal authorities granted to the CSM:

Exercise the responsibilities and perform the duties of this position. This includes full decision-making authority for all responsibilities and duties managed within the guidelines of the job description.

Supervisory Responsibilities

The following are principal responsibilities of the CSM. Ensure Customer Support Technicians perform all duties including the following:

• Deliver a high level of customer satisfaction by answering phone calls, chats and emails, providing effective resolutions to customer issues and recording all information regarding the contact
• Meet or exceed established Key Performance Indicators
• Generate new product ideas or improvements for existing products based on knowledge of the automotive aftermarket and review of Case Management System trends

Principal Duties

The following are principal duties of the CSM:

• Manage a team of Customer Support Technicians, including scheduling, coaching and development, monitoring performance, and measuring productivity and quality
• Coach, train, and mentor each reporting employee to attain ASE Certification in at least one category (A1 minimum)
• Provide backup support by handling customer interactions when necessary and performing other service and support administrative functions
• Represent the Customer Support Center during organizational planning, report on key metrics and results
• Manage contact technology, processes, and tools, and keep abreast of industry developments that will improve the business
• Generate and implement ideas that will drive growth, maturity, new products, services, and enhancements to existing products based on customer feedback and industry knowledge
• Other special projects and assignments as assigned

Measures of Performance

The following will be used to evaluate the performance of the CSM:

• Maintain knowledge base for Customer Service Technicians and other Innova departments to utilize
• Monitor and rate customer interactions and coach Customer Support Technicians
• Respond to customer phone calls, emails and service or warranty requests in a timely and professional manner
• Meet or exceed key performance indicators (KPIs)
• Ensure that Customer Support Technicians meet or exceed KPIs
• Continuously monitor and improve processes and procedures within the Contact Center
• Provide proposals for new products or enhancements to existing products that result in sales and profits at targeted levels
• Act as a team player and promote cooperation across departments

Pay & Benefits

At Innova, we provide competitive pay and comprehensive benefits. We value your hard work and well-being, offering competitive salaries, bonuses, and a range of perks, including healthcare, retirement plans, and more. Your dedication deserves to be rewarded, and we're here to make sure you thrive in and out of the workplace.

The pay range for this role is between $70,000 and $110,000. Your salary will depend on your skills and experience.