Customer Service Manager (Bilingual required )
MOTOCOLDenver, Colorado, United States
Posted April 6, 2016
Full Time
About the Company
We are a small company with between 40-50 employees and is located in North Denver. This client is ranked in the top 3 in their industry in Colorado and in the top 100 in the United States.
Job Description
We are searching for a professional customer service manager who speaks English and Spanish. This position is for a fast-paced, high call volume environment for one of our clients. The Customer Service Manager oversees the functions of Customer Services through effective and efficient services, resources, and support tools.
Requirements
- Provide ongoing leadership in a multi-product Customer Support environment.
- Staff Management for 4-5 people in CSR team
- Ensure team members are receiving regular feedback as it relates to performance, expectations, and career path through metric tracking.
- Identify ways to drive operational efficiencies while continuing to provide a high level of quality customer service to our customers.
- Ensure customer satisfaction as it relates to all elements supported by Customer Services.
- Handle any escalated customer issues, and ensure internal escalation processes are being adhered to.
- Assist with monitoring CS Key Performance Indicators to validate department efficiency and effectiveness.
- Oversee the implementation and maintenance of CS tools
- Ensure quality case management through Salesforce or other CRM
Benefits
- Medical
- Dental
- Vision
- Life Insurance
- Short Term Disability
- Company match (3%) on 401K