Customer Service Manager

The Customer Service Manager is responsible for the day-to-day leadership/management of their team, supporting our customer service vision and future company growth. They must communicate strategic initiatives to their team and translate them into actionable plans. Continuously explore and develop alternative solutions for system and process improvements. This role is responsible for maintaining our excellent customer service through the recruitment of top talent and achievement of performance metrics in a timely manner.

ESSENTIAL JOB FUNCTIONS AND BASIC DUTIES

• Track and communicate key performance indicators (KPI’s), driving corrective & improvement actions based on KPI data for a high-quality customer experience while balancing efficient management of the department.
• Accomplish department objectives by facilitating team meetings; hiring, orienting, training, assigning, coaching, counseling, and disciplining team members; maintaining team member count; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
• Promote active employee engagement through visibility and approachability by all team members. Provide a welcoming, positive, safe, and healthy environment.
• Take ownership of resolving customer service issues with the highest degree of integrity, discretion, and urgency. Support in the resolution of complex customer service issues.
• Directly supervise CS Supervisor. Assign and adjust their workload and type of contributions to best match department needs.
• Along with CS Supervisor, monitor CSR performance; write and with Director and HR approval, deliver performance plans and notices, terminations and other corrective actions.
• Create a customer service experience that is professional, supports our team members and customers, and adheres to our commitment to business ethics, quality, and company values.
• Document and recommend promotions and wage increases for team members to upper management.
• Maintain professional and technical knowledge of emerging trends in contact center operations.
• Partner with other departments and work with the Director, Business Expansion to resolve complex or systemic customer issues and update company processes to improve the customer experience.
• Generate ideas and concepts, prepare and present proposals for customer service, retention campaigns and reward programs.

EDUCATION AND EXPERIENCE:

• Bachelor's Degree in a related field or an equivalent combination of work experience and education.
• A minimum of 2-3+ years’ experience at the manager level; contact center or customer service management experience preferred.

REQUIRED KNOWLEDGE:

• In-depth knowledge of contact center or customer service operations.
• Technical expertise of computer programs and databases including but not limited to Microsoft Office, Excel, Shared Drive, Fieldera.

SKILLS/ABILITIES:

• Highly effective communicator with team members and customers and has with strong presentation skills.
• Strong analytical skills required, along with the ability to leverage reporting tools and provide relevant analytics and recommendations.
• Strong interpersonal skills with the ability to lead and motivate internal teams and to gain buy-in through influence.
• Aptitude for strategic thinking and problem-solving.
• Inquisitive, collaborative and action oriented.
• Ability to comfortably navigate change and transformation.
• Committed to our culture of respect and inclusion, valuing others for who they are and the unique contributions they bring.

Keywords

Customer ServiceManagerLeadershipTeamPerformanceCommunicationTrainingCoachingCustomer ExperienceContact CenterOperationsTechnical ExpertiseAnalytical SkillsInterpersonal SkillsProblem-SolvingStrategic ThinkingInclusion