Customer Service Manager

5 - 7 years experience  •  Information Services

Salary depends on experience
Posted on 10/05/17
Beaumont, TX
5 - 7 years experience
Information Services
Salary depends on experience
Posted on 10/05/17

Position Summary:

The Customer Service Manager’s role is responsible for establishing efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.

Responsibilities:

The Customer Service Manager’s responsibilities include, but are not limited to:

  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
  • Direct the daily operations of the customer service team
  • Identify opportunities to add value beyond problem resolution to relevant business areas
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management
  • Review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Monitor the compliance of Company’s policies and provides ongoing supervision of all related processes and controls
  • Lead strategic planning, budgeting, and best-practice process improvements for the department
  • Motivate employees to ensure optimal performance results are achieved and that a positive, constructive work environment is provided; address staff performance issues as needed

Qualifications:

  • 5+ years in customer service or related field
  • Experience working in call center(s) is preferred
  • Bachelor’s Degree in Business Administration or a related field preferred
  • Must have excellent customer service skills and be able to resolve conflict
  • Must have strong communication and organizational skills
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Office
  • Effective leadership skills to develop and motivate a high performing team
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