Customer Service Manager

Job Description

OnelinkUSA has an immediate opening for a Customer Service Manager. As a Customer Service Manager, you will oversee daily operations of our call center and properties we service.

Core Duties and Responsibilities:

• 
  Evaluate staff effectiveness and performance.
• Manages escalated calls as Tier 3 Customer Service Support.
• Supervises Training and Coaching of Tier 1 Customer Service Reps.
• Supervises Ter 1 Technician workflow.
• Monitor and Oversee Customer Service Representatives and Field Service Technician Schedule.
• Creates the property schedule for the Field Technicians.
• Monitor competitor pricing.
• Monitor weekly account adjustments/Payment Plans.
• Reviews and monitors disconnects, communicates disconnects/collections to Community managers monthly.
• Request move in and move out list from community managers, then delegates to Customer Service supervisor.
• Communicates team training needs to Tier 2 technician and COO.
• Communicates weekly recap reports to COO.
• Manage office supplies.
• Creates ideas for resident events or promotions.
• Manges sending mass communications.
• Sends monthly recap of outages.
• Manages Company/CSR Team/Tech Scorecard Metrics and communicates to COO.
• Oversees monthly preventative maintenance is completed.
• Create monthly, quarterly, and annual goals and action plans.
• Monitor customer complaints and issues, ensuring timely resolution while maintaining a customer-centric approach.
• Work with the different properties, and management on any issues that need to be addressed.
• Manages and monitors weekly QA calls to ensure high quality customer Interactions.
• Other duties will be at management discretion.

The Superior Candidate will:

• 
  Have 2 to 3 years’ experience as a Customer Service Manager.
• Have good time management skills.
• Have the ability to work in a team environment.
• Have exceptional Customer Service skills.
• Must be self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker.
• Must have knowledge of Management methods and techniques.
• Must have experience in providing customer support.

Qualifications:

• Minimum of 2-3 years of experience in call center management.
• Must have a high school diploma or equivalent.
• Must have a valid driver’s License.
• Must be able to travel as needed.
• Must be able to pass a background, drug screen and MVR check.

Benefits:

• 
  Medical, Dental, Vision, Life Insurance, Short and Long -Term disability.
• 401K with company match
• Paid time off (Holidays, Vacation, etc.)
• Stable company with a family feel.
• Company culture that works hard yet takes care of employees.
• Opportunity for accessing multiple career paths, ongoing development, with support from leaders and your team.

REQUIREMENTS

OnelinkUSA designs, installs, and maintains our own network infrastructure as well as services individual residents with new installations, service upgrades, and account service needs. Services we provide include TV, phone, internet, and smart automation.