Customer Service Manager

Customer Service Manager

Brooklyn, NY

150k

The Customer Service Manager will manage a group of 20-all female-customer service representatives and ensure the delivery of high-quality customer service

Duties and Responsibilities:

• Manage and mentor a team of Customer Service Representatives and ensure that Company policies and procedures are being followed.

•Train the Customer Service Representatives on appropriate procedures

• Document Customer Service department team member roles and responsibilities and build a training curriculum for onboarding new team members as well as continued development of existing team members.

• Manage the customer service queue, monitoring, assigning and answering incoming calls and emails daily, generating trouble tickets in our Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.

• Document customer issues utilizing current on-line information management system and any other third-party tools introduced to manage and document the processes required to execute in the Customer Service role. Manage the escalation and oversight of customer service issues as they are raised.

• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to our clients.

• Help build and maintain knowledge sources and training materials for inter and intra departmental training and onboarding.

• Analyze data and workflows to determine root causes and make recommendations to resolve current problem while gaining efficiencies for future similar problems.

• Review workforce capacity and utilization, ensure and maintain appropriate coverage schedules, analyze inbound and outbound call and ticket communication volumes to optimize workforce scheduling.

• Address and resolve conflicts arising from scheduling and time-off requests on a daily and periodic (holiday, vacation) basis.

Email Connie@maiplacement.com