The Customer Service Manager is responsible for the management and development of the customer service team, ensuring targets are achieved through continuous training and coaching. This role directs and controls the daily operations to ensure that the team is meeting customer needs. This position will monitor and measure service metrics and utilize the data to develop standards, improvements, or changes to processes in addition to services based on customer feedback and requests. The successful candidate will be a dynamic leader, focused on delivering premiere customer service/support with innovative ideas and solutions for the department.
Job Duties & Accountabilities
Overall responsibility for the performance of the department while directing a team of customer service staff
Identify, build and drive best known practices for customer service procedures, policies, and standards
Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Analyze department and employee workflow to ensure a high level of quality and productivity for each employee
Mentor employees to ensure they are adequately trained and consistently meeting department goals for: calls answered/abandoned, transferred calls, grade of service, and member service
Participate in the hiring, training, and coaching of employees
Accountable for tracking feedback, analyzing employee performance and recommending solutions for improvement
Performs all written performance evaluations and makes written recommendations for employees
Maintains written department procedures and ensures staff are complying
Participates in special projects and performs other duties as assigned.
Education and Experience:
Bachelor’s degree or equivalent experience
2 to 5 years experience leading customer service teams
Minimum Job Requirements
Excellent leadership in motivating others and building teams that demonstrate strong service orientation and that produce high member satisfaction
Ability to evaluate, interpret information, and make sound, independent decisions
Great cross-functional collaborator with passion for enhancing customer success
Able to de-escalate difficult situations while creating the best possible customer experience.
Excellent customer relationships management and customer service skills
Outstanding verbal, written, presentation, and overall communication skills
Proficiency in Microsoft Excel, Word and Power Point and other related applications