Customer Service Manager
3 weeks ago
The Customer Service Manager serves as the primary touchpoint for all first-level customer contacts including inbound and outbound telephone, email, and live chat interactions. The Customer Service Manager oversees all aspects of the Call Center and manages all Call Center personnel.
Duties & Responsibilities
- Work closely with senior leadership, department managers, and the Marketing team to meet the customer service related needs of internal departments, and execute strategic initiatives including aspects of new, ongoing, and changing marketing campaigns.
- Manage all Call Center personnel including talent acquisition, talent management and development, training, attendance, scheduling, performance management, rewards and recognition, discipline, and onboarding and off-boarding
- Manage DSR regarding scheduling, managing training and work directly with department managers for annual reviews.
- Lead and train staff on the best ways to convert calls into booked service appointments.
- Author and refine conversation flow and call scripts so they’re clear, compelling and result in more appointments.
- Serve as an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to increase quality, maximize service delivery, and promote sales.
- Formalize a coaching and training platform that’s effective and measurable.
- Continuously maximize employee engagement by showing them how their individual contributions matter to the company’s mission and overall success.
- Ensure efficient staffing to meet the demands of the business including seasonality and periodic spikes and dips in expected volumes.
- This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.
Competencies for Success
- Communication
- Customer Focus
- Dependability/Productivity
- Interpersonal Skills
- Organization Skills
- Quality
- Results Orientation
Required Skills & Abilities
- Ability to inspire team members' professional growth
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