Customer Service Manager

We are searching for a professional customer service manager for a fast-paced, high call volume environment. 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 staff alignment with departmental and company imperatives, expectations, deadlines, and procedures.
• Assist with identifying departmental inefficiencies and/or bottlenecks and provide solution-oriented recommendations.
• Ensure team members are receiving regular feedback as it relates to performance, expectations, and career path through metric tracking.
• Perform process management by identifying outdated processes and documenting new processes.
• Assist with managing, communicating, and implementing coordinator activities that are impactful to the Customer Services team.
• Identify ways to drive operational efficiencies while continuing to provide a high level of quality customer service to our customers.
• Refine internal training paths for new and existing employees to ensure comprehensive, consistent, and thorough education is taking place.
• Ensure customer satisfaction as it relates to all elements supported by Customer Services.
• Ensure proper quality controls and tests are in place for those items.
• 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
• Paid Vacation
• Holidays