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Customer Service Manager

Open, Open
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

Travel: Up to 10%


Please contact me with any questions:

Sally Holland


(c) 513-235-5728


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