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Customer Service Manager

1 month ago

Phoenix, United States Teema Staffing Full time
Job DescriptionJob Description

Position: Customer Service Manager

Location: Phoenix, AZ 85007

Shift: Day shift - Regular Business hours

Pay Rate: $27.50/hr

Contract Duration: 1 year (Possible extension)

Position Overview: The Supervisory role involves carrying out responsibilities in alignment with the core values, agency policies, applicable standard work, and laws. The supervisor will oversee daily operations, provide performance feedback, and ensure continuous improvement within the team.

Key Responsibilities:

  • Actively participate in the interviewing and hiring processes, ensuring successful onboarding of new employees.

  • Plan, assign, coordinate, and oversee daily work of direct reports in alignment with strategic, operational, and tactical priorities.

  • Conduct regular one-on-one meetings, providing constructive, balanced performance feedback, coaching, and mentoring.

  • Set reasonable stretch performance goals and conduct mid-year and annual performance appraisals.

  • Recognize and reward performance excellence, culture championship, and continuous improvement efforts.

  • Communicate and enforce agency policies and programs.

  • Apply corrective actions, address complaints, and resolve problems in a timely manner, collaborating with leadership and Human Resources as appropriate.

Essential Skills:

  • Strong verbal, written, and listening communication skills.

  • Excellent customer service acumen and skills.

  • Excellent interpersonal skills and demeanor.

  • Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations.

  • Effective project management skills with the ability to lead and direct the work of teams without formal supervisory authority.

  • Proficient in the use of a PC in a Windows environment, the Internet, MS Office Applications (Outlook, Word, Excel, PowerPoint), and Google Workspace applications (Gmail, Sheets, Docs, Drive).

  • Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System) and Genesys (call routing/call flow, call recording & agent logged time).

Skills Preferred:

  • Upskill Opportunities: Learn agency and division policies and procedures.

  • Master division and team goals and objectives.

  • Learn License Registration and Collections processes for all tax types.

  • Knowledge of theories and practices of good customer service and phone etiquette.

  • Understanding of basic accounting principles and mathematical functions.

  • Understanding of key production leading and lagging indicators in customer experience solutions.

Experience:

  • Minimum of five years of related experience in customer service, legal, financial, tax, banking, or similar fields.

  • Call Center Management experience preferred. Candidates with experience managing teams, preferably not IT, are highly desirable.

Education Preferred:

  • A Bachelor's degree in business or related field preferred

  • Experience with Continuous Improvement, Six Sigma, and/or LEAN methodologies.