Customer Service Manager

Description

TITLE: Customer Service Manager

DEPARTMENT: Customer Service

REPORTS TO: Director of Customer Experience

FLSA STATUS: Exempt

Position Summary:

The Customer Service Manager creates a great experience for the Tiger Customer Service Team and our Customers by ensuring high standards for quality and productivity when addressing customer requests and concerns. This position will have direct supervision of the Customer Service Team Leaders, and other administrative activities and/or personnel.    

Essential Functions:

• Responsible for service level attainment in the contact center by directing workflow.  Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.  
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance.  
• Oversees personnel needs of the department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.  
• Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms. 
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.  
• Compiles and reports all customer service metrics and standards. Develops and analyzes budgets, reports, and financial data.  
• Review all department call reports, research, attendance, payroll, and performance records for accuracy and reported in a timely manner. 
• Oversees the development and distribution of training materials to enhance the functions of the Customer Service department. 
• Investigates and resolves escalated customer service inquiries. 
• Collaborates and coordinates with cross-functional leaders by examining escalated issues and communicating insights to drive continuous improvement and create a great customer experience. 
• Provides day-to-day management and support to customer service staff.  
• Mentors in the Customer Service department and provides guidance to continue growth in the organization.  

Requirements

Knowledge/Skills/Abilities 

• Ability to convey Tiger Sanitation as the obvious choice for our customers, employees and community 
• Actively demonstrates Tiger Sanitation’s core values in daily tasks and communications: Professionalism, Respect, Accountability and Communication 
• Ability to demonstrate decision making skills that align with Tiger Sanitation’s 4 Step Decision Making Process 
• Ability to maintain constructive interpersonal relationships in a high-volume contact center environment 
• Ability to collaborate with coworkers 
• Ability to proficiently navigate multiple computer programs  
• Ability to prioritize activities to achieve, individual and team, expectations and goals 
• Ability to effectively coach and discipline direct reports 

Education and Experience 

• High School Diploma or G.E.D.; required 
• 5 years of supervisory or management experience in a call center environment 
• Previous experience with workforce management, training development & deployment and department financial budgeting, required 
• Previous experience with Multichannel contact center management, required 
• Experience utilizing customer service software and Microsoft Office products, preferred  
• Bilingual, preferred 

Working Conditions:

This position will be based in an office environment with extended periods of sitting and using manual dexterity to utilize computer and phone systems.  This position will require extensive periods communicating via phone or electronic means.  

An Equal Opportunity Employer disability/veteran