Customer Experience Service Manager
Found in: beBee jobs US - 2 weeks ago
The purpose of this position is to oversee the work activities of the entire customer service department and strategically manage local, national, and global customer service projects and initiatives ensuring those are aligned with the client's business needs, goals and objectives.
Manages and organizes the activities of customer service representatives (CSR).
Troubleshoots and resolves complex customer inquires and complaints that are escalated. Follows up with customers to ensure satisfaction.
Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction.
Develops and implements procedures to improve employee efficiency and ensure smooth operations.
Creates and analyzes special customer service reports for management and field personnel.
Oversees workflow and tracking within the database to ensure accuracy and integrity of the system.
Manages and supports the development, tracking, and implementation of the customer service process efficiency and technology projects on a national and global level.
Acts as the single point of contact (SPOC) between the client, department, and senior management to strategically manage local, national, and global customer service projects and initiatives.
Identifies, analyzes and recommends to senior management enhancements, additions, and changes on technical, software and/or process-related projects on a national level.
SUPERVISORY RESPONSIBILITIES
Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values. Manages a functional work unit and/or group.
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