Call Center Operations Manager

1 week ago

Alexandria, United States Equahire Full time

Customer Success Manager

Our Customer Success Manager leads and empowers our Customer Success Representatives (CSR’s) and Dispatch Success Representatives (DSR's) to build long-lasting relationships, maintain and expand the customer base, and meet company goals through delivering exceptional service to all they interact with.


Objective: To make every customer an advocate of the company; a customer who will speak highly of the services and recommend them to family, friends, and neighbors. All staff members are responsible for building and maintaining strong, long-lasting customer relationships where customers’ needs and expectations are met each and every time they interact with the company.


Essential Functions:

  • Provide guidance and leadership for team members to achieve effective communication, problem solving, and efficient processes.
  • Recruit, develop, train, and mentor existing and new CSR’s/DSR's in superior customer service for both internal and external customers.
  • Hold bi-weekly CSR meetings to facilitate team building and open dialogue.
  • Attend and participate in monthly department meetings, focusing on staff development and customer service refinement suggestions such as script modifications/additions.
  • Coordinate and train company personnel, including support, service, and management staff, to meet performance objectives and customers’ expectations.
  • Identify new opportunities with existing clients through up-selling and cross-selling.
  • Manage and resolve all conflicts with clients in a timely, efficient manner.
  • Make periodic follow-up calls to customers to measure satisfaction and gather feedback.
  • Communicate customer issues and concerns to all applicable internal staff members.
  • Responsible for staff scheduling including work assignments/rotations, training, vacations, employee breaks, overtime assignments, and shift rotations.
  • Review daily work orders for further development and training of CSR staff.
  • Review recorded customer interactions for training opportunities.
  • Determine when a customer’s needs require escalation.
  • Document all contact, actions, and responses in customer notes.
  • Maintain working knowledge of products and/or services.
  • Establish productive, professional relationships with key account personnel.
  • Prepare reports and correspondence as needed.
  • Exhibit exemplary customer service at all times.
  • Perform other duties as assigned by Executive Management.


Qualifications:

  • Minimum of five years’ related experience and/or training in customer service within a service industry, or equivalent combination of education and experience.
  • Knowledge of the industry is recommended but not required.
  • High School Diploma or Equivalent.
  • Proficient computer skills including Microsoft Outlook, Word, and Excel, as well as standard office equipment such as printer, scanner, copier, and fax machines.
  • Ability to multi-task and be well-organized; able to manage priorities and workflow.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Commitment to excellence and high standards.
  • Ability to work independently and as a team member.
  • Ability to understand and follow written and verbal instructions.
  • Acute attention to detail.
  • Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
  • Ability to perform diversified clerical functions.
  • Ability to effectively communicate with people at all levels and from various backgrounds.

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