Customer Service Manager

Location: Trumbull
Posted on: November 11, 2024

Job Description:

Position:

Responsible for managing and directing all aspects of incoming call center operations, customer support (internal and external), cross selling and sales support efforts; implementing and reviewing call center policies and procedures, developing and monitoring call center activities for volumes, quality, and timeliness; leading and directing staff to accomplish all assigned tasks and organizational goals.

Requirements:

•BS/BA Bachelor?s degree.

•Understanding of call center performance metrics and measurements mandatory.

•Seven years+ overall Customer Service/Call Center experience at an advanced level in a contact center environment.

•Clear understanding of customer satisfaction measurements and survey tools.

•Proactive and aggressive in solving problems, a skilled decision maker.

•Ability to recognizing and taking action on opportunities and develop a strong team.

•Strong leadership skills.

•Independent worker with the ability to prioritize and handle multiple projects and tasks under pressure.

•Excellent communication skills both verbal and written.

•Strong organizational skills, attention to detail.

•Knowledge and understanding of medical equipment manufacturing industry preferred.

•Proven track record of achieving high levels of customer satisfaction.

•Passing of background check which may include verification of prior employment, criminal conviction history, educational and driving records.

Responsibilities:

•Manage the customer service business unit and the performance of a team Service Representatives and Supervisors.

•Steer the customer service function for the organization, including creation of business plans for new and/or revised activities, monitoring staffing levels, and forecasting resource needs.

•Identify, respond to and resolve customer relation issues and trends.

•Establish professional standards of performance and underlying processes for the department and ensure a system of continuous improvement.

•Assist each Customer Service Representatives in maintaining favorable relations with customers, Authorized Distributors, Manufacturers' Representatives and Direct Sales teams.

•Proactively anticipate and handle critical situations which could negatively impact the performance of the business.

•Research and analyze root cause analysis of problems, identify trends and recurring issues, and implement resolutions.

•Be able to perform all functions normally required of a Customer Service Representative and assist if needed.

•Performs additional duties as requested by management.

Operations:

•Responsible for the attainment of call center performance measurements in relation to quality of service, reliability, availability and attendance using industry standard metrics; (average speed to answer, abandon rates, call handling).

•Prepare Monthly Department Performance Reports and Service Metrics.

•Maintain constant awareness of the service level and team?s efficiency. Driven toward the achievement of call center performance objectives and heightened awareness of queues and call volumes.

•Responsible for Quality Assurance of daily calls and overall customer satisfaction.

•Develop and manage departmental budget.

•Evaluate and recommend technological and process improvement projects providing opportunities for improvements in key areas.

•Control expenses and increase sales through the enhancement of work processes to improve service and efficiency.

Staff:

•Ensure excellent performance of customer service staff in customer contacts, by leading team in the understanding of high quality service.

•Motivate individuals and team to provide exceptional customer service.

•Identify and implement training needs for the Customer Service Team.

•Coach and develop team members to become self-directed.

•Foster and maintain a collaborative relationship with internal team and external business partners to ensure collaborative work environment.

•Deliver semi-annual performance reviews with Customer Service Team.

•Effectively use coaching and counseling to guide employee development.

Organization:

•Develop and implement strategy for the department that coincides with the strategic objectives of the company.

•Play a leadership role by implementing action plans with department and across company to increase service quality.

•Work closely with other managers to identify/implement process changes, improvements and efficiencies and ensure solid business practices.

•Lead and/or participate in project initiatives as assigned.

•Negotiate solutions and resolves conflicts.

Keywords: , Portland , Customer Service Manager, Administration, Clerical , Trumbull, Maine