Customer Support Operations Leader
2 weeks ago
Position: Customer Service Manager - Office Manager
Company: Roll Off Solutions LLC
Work Arrangement: On-site
Compensation: $60,000 - $70,000 per year, commensurate with experience and qualifications
Role Summary: The Customer Service Manager/Office Manager will be responsible for guiding and overseeing the customer service team to guarantee exceptional support and satisfaction. This position entails managing the daily functions of the customer service division, addressing intricate customer concerns, and executing strategies to improve the customer journey. The successful candidate will possess robust leadership capabilities, a customer-focused mindset, and a solid history of managing customer service teams.
Key Responsibilities:
- Leadership and Team Development:
- Recruit, train, and mentor customer service representatives.
- Conduct regular performance assessments and provide constructive feedback.
- Encourage a positive and efficient workplace culture.
- Customer Service Management:
- Oversee the daily functions of the customer service department.
- Ensure prompt and effective resolution of customer inquiries and complaints.
- Track and evaluate customer service metrics to identify improvement opportunities.
- Client Relations:
- Establish and nurture strong relationships with key clients.
- Address escalated customer issues and resolve them swiftly.
- Conduct regular customer satisfaction assessments and implement enhancements based on feedback.
- Process Optimization:
- Identify and apply best practices to improve customer service efficiency and effectiveness.
- Develop and revise customer service policies and procedures.
- Collaborate with other departments to streamline operations and enhance overall service delivery.
- Reporting and Insights:
- Prepare and present regular reports on customer service performance to senior leadership.
- Analyze trends and data to inform decisions and recommendations.
- Utilize customer feedback to drive continuous improvement initiatives.
- Compliance and Safety:
- Ensure all customer service activities adhere to company policies, industry regulations, and safety standards.
- Promote a culture of safety and compliance within the team.
Qualifications:
- Bachelor's degree in business management or a related field, or equivalent experience.
- A minimum of 5 years of experience in customer service management.
- Demonstrated leadership and team management abilities.
- Excellent communication, problem-solving, and interpersonal skills.
- Capability to analyze data and make informed, data-driven decisions.
- Proficiency in customer service software and Microsoft Office Suite.
- Strong organizational skills and meticulous attention to detail.
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