Customer Service Call Center Manager

We are looking for a Customer Service and Collections Manager who is passionate about delivering outstanding service while also overseeing our collections efforts. The Customer Service and Collections Manager will lead a dedicated team, focusing on delivering unparalleled customer service and effectively managing collections activities.

This dual-focus role requires a unique blend of skills, including excellent interpersonal abilities, a customer-first mindset, and strategic collections management. You'll be responsible for fostering a positive environment where customer service excellence and effective collections strategies drive success. Responsibilities: · Lead and inspire a team focused on providing top-tier customer service and managing collections with a compassionate approach. · Develop and implement strategies that enhance customer satisfaction, encourage timely payments, and maintain customer loyalty, even through the collections process. · Monitor team performance, providing regular feedback, coaching, and training to ensure high levels of customer service and effective collections practices. · Collaborate with other departments to ensure a cohesive customer experience that aligns with our brand values, from initial contact through the collections process. · Handle escalated customer and collections issues with a balanced approach, resolving matters in a way that maintains customer relationships while protecting company interests. · Analyze and report on customer service metrics and collections outcomes, using insights to drive continuous improvement and strategic decision-making. · Ensure compliance with all relevant regulations and ethical standards in customer service and collections activities.

Qualifications: · Bachelor's degree in Business Administration, Finance, Customer Relations, or a related field. · Minimum of 5 years of experience in customer service, with significant experience in a management role that included collections responsibilities. · Exceptional leadership skills, with a proven ability to motivate and develop a customer-focused team. · Strong commitment to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive collections situations. · Excellent communication and negotiation skills, capable of engaging customers and team members effectively. · Analytical thinker with the ability to interpret performance data and make informed decisions to improve customer service and collections efforts. · Proficient in CRM and collections software, with a keen understanding of best practices in both areas. We Offer: · A competitive salary and comprehensive benefits package. · A supportive, growth-oriented work environment where your contributions are valued and recognized. · Opportunities for professional development and career advancement. · The chance to make a significant impact in a critical, dual-focus role, shaping the future of customer service and collections in our company.