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Customer Service Operations Manager

2 months ago

Fort Lee, New Jersey, United States MyRegistry Full time
Qualifications
Proven experience as a Customer Service Operations Manager or in a comparable position, demonstrating a strong history of leading customer service teams and enhancing customer satisfaction.
Comprehensive understanding of customer service methodologies, practices, and strategies.
Strong analytical and decision-making abilities, capable of addressing complex customer challenges and resolving disputes.
Outstanding leadership qualities, with the capability to inspire and motivate a team to meet objectives and provide exceptional customer experiences.
Excellent communication and interpersonal skills, facilitating effective interactions with customers, team members, and stakeholders at all levels.
Proficient in utilizing customer service software, CRM systems, and other relevant tools.
Possesses a data-driven mindset, adept at analyzing information, identifying trends, and making informed decisions to improve customer service performance.
Strong organizational and time management skills, with the ability to prioritize and manage multiple responsibilities effectively.
A customer-centric approach with a commitment to delivering superior customer satisfaction.

Responsibilities
This position is crucial in defining the customer experience, recognizing that exceptional service transcends mere issue resolution.
You will act as a leader, mentor, and problem-solver, combining these roles into one.
Your primary responsibility will be to oversee our customer service team, ensuring they provide exemplary service that not only addresses concerns but also fosters customer loyalty.
Your capacity to cultivate strong relationships with customers, your team, and across the organization will be essential for your success.
Develop and implement customer service strategies, policies, and procedures to guarantee efficient and effective service delivery.
Manage and supervise a team of customer service representatives, including recruitment, training, coaching, and performance management.
Establish performance goals and objectives for the customer service team, monitor performance metrics, and provide regular feedback and recognition.
Promote a customer-focused culture within the team, emphasizing the significance of delivering outstanding customer experiences.
Address escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction.
Collaborate with cross-functional teams, such as sales, marketing, and operations, to refine processes and enhance the customer experience.
Conduct regular quality assurance evaluations of customer interactions and provide constructive feedback and coaching to the team for ongoing improvement.
Analyze customer feedback and data to identify trends, issues, and areas for enhancement, implementing necessary actions.
Prepare and present reports on customer service performance, including key metrics, trends, and improvement initiatives, to senior management.
Hold regular meetings to update the team with new information, fostering collaboration and encouraging feedback to motivate team members.
Approve routine payroll submissions for the team.

Benefits
Salary: $60,000.00 Based on Experience
Paid Time Off
401-K
Medical, Dental & Vision Insurance

About the Company:
MyRegistry is the leading platform for Universal Gift Registry services, empowering users to create a centralized registry for various occasions, including weddings, baby showers, birthdays, graduations, housewarmings, holidays, and more.