Customer Service Manager

Essential Duties and Responsibilities: The Customer Service Manger position is responsible for the ongoing development and leadership of our customer service team and requires extensive knowledge of our company’s policies and procedures to ensure the delivery of World Class Customer Service.
Qualifications/Preference: An individual must be able to perform or learn these essential duties satisfactorily.
The list below is representative of the knowledge, skill, and/or ability required for this position.
Handle all escalated customer requests.
Back up agents in queues whenever necessary to maintain service level goals.
Responsible for resolving customer issues, managing consolation budget, and offering consolations to customers as appropriate.
Assist in ongoing training and development of CSRs for handling all call types from all serviced areas.
Encourage feedback from the CSR team to measure the pulse of internal and external customers and share this information with the management team.
Track attendance and enforce policy measures including disciplinary action if required.
Execute annual performance reviews.
Handle department reporting and all other duties and assignments as required.
Support performance efforts to achieve a department scorecard of 90% or better.
Responsible for supporting and completing the required number of quality monitoring sessions.
Responsible for coaching all team members monthly.
Responsible for reviewing and approving CSR team Sales Adjustments Education and/or Work Experience Requirements: High School diploma or its equivalent is required.
Bachelor’s degree preferred.
Two or more years of experience in managing customer service representatives.
Must have strong communication skills (oral and written) Must be self-motivated, self-managed, and able to multi-task with efficient time management skills.
Ability to train and coach individuals to achieve desired results.
Proficient in Microsoft 365 Company Benefits (included but not limited to): Medical, Dental, and Vision Insurance Life Insurance 401K Paid Weekly