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SalaryJOB SUMMARY
Manages a staff of customer service representatives and ensures that customer needs are met. Recommends changes to services to guarantee customer satisfaction.
ESSENTIAL RESPONSIBILITIES
- Manages Client Services representatives ensuring the delivery of exceptional customer service.
- Monitor performance (daily, weekly, monthly, and annually), coach, develop, and review performance to achieve established goals.
- Manage customer service activities and sets performance goals accordingly.
- Determines staff hours, number of personnel, and resources required for customer support.
- Studies and standardizes procedures to improve efficiency of staff.
- Monitor individual/team performance and coach staff to ensure adherence to policy and procedure.
- Running Audits on the Client Services representatives to identify areas where they may need additional training.
- Monitors service calls to observe employee's demeanor, technical accuracy, and conformity to policies.
- Responsible for training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Manage activities of Client Services representatives engaged in handling service orders and telephone complaints of customers.
- Manage department payroll and adhere to all Wage and Hour regulations.
- Manage implementation of new technologies, staying abreast of current customer service process/expectations as developed.
- Other duties as assigned.
LEADERSHIP
- Maximize opportunity to increase customer satisfaction, revenue, and overall productivity of the customer service team.
- Build a customer-focused team and create client loyalty by understanding client motivation, expectations, and needs.
- Conduct all training initiatives within the customer service team. Conduct ongoing customer service training programs to provide continued development.
- Positively promote teamwork with direct reports by communicating important and relevant information and ensuring understanding.
- Deliver on client commitments, help to remove barriers through customer service, and ensure exceptional client experiences.
- Work effectively in situations involving shifting priorities and rapid change, demonstrating ability to cope well with trying circumstances.
- Maintain a clean, safe, and productive work environment while focusing on minimizing work-related injuries/auto losses.
- Train and ensure all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.
- Adhere to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.
- BA/BS Management, Business, or Customer Service-related curriculum preferred.
- Minimum of 3-5 years of internal experience or previous management experience.
- Proven ability to build and grow revenue while adding value for customers.
- Strong oral and written communication/presentation skills.
- Outstanding interpersonal skill with direct reports, peers, superiors (cross functional and throughout the organization), customers, vendors, and other partners.
- Strong computer skills: ability to navigate through the Internet, MS Office, and email.
- Ability to analyze, initiate and implement plans and strategies to achieve goals.
- Ability to prioritize and meet critical deadlines.
