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Customer Service Director

2 months ago

Brooklyn, New York, United States Blackbird Recruiting Full time
Job Description

Job Title: Customer Service Manager

Company: Blackbird Recruiting

Job Type: Full-time

Location: In-house

Job Summary

We are seeking an experienced Customer Service Manager to lead our customer service team and ensure the delivery of high-quality customer service. The successful candidate will have a proven track record of managing customer service teams and driving customer satisfaction.

Key Responsibilities
  • Team Management: Manage and mentor a team of customer service representatives, ensuring they follow company policies and procedures.
  • Training and Development: Train customer service representatives on procedures and document team member roles and responsibilities.
  • Customer Service Delivery: Manage the customer service queue, monitoring, assigning, and answering incoming calls and emails daily, generating trouble tickets, and contacting clients with follow-up and resolution.
  • Issue Resolution: Document customer issues, utilize online information management systems, and escalate issues as needed.
  • Reporting and Analysis: Ensure timely reporting, referral, follow-up, and escalation of merchant issues to minimize disruption to service and overall impact to clients.
  • Knowledge Management: Help build and maintain knowledge sources and training materials for inter and intra-departmental training and onboarding.
  • Liaison and Communication: Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving tickets towards resolution.
  • Process Improvement: Analyze data and workflows to determine root causes and make recommendations to resolve current problems while gaining efficiencies for future similar problems.
  • Conflict Resolution: Address and resolve conflicts arising from scheduling and time-off requests on a daily and periodic basis.
  • Escalation and Resolution: Act as escalation for issues that are not able to be resolved between merchants and customer service agents, including conflict management and resolution.
  • Knowledge Sharing: Participate in inter-departmental initiatives for knowledge sharing, process improvement, and clarification of departmental roles within the scope of overall customer support within the company.
  • Root Cause Analysis: Review inbound CSAT survey feedback for root cause analysis and corrective action.
  • Corrective Action: Document, distribute, and train staff on corrective action plans resulting from feedback from merchants, sales agents, and internal staff.
Requirements and Qualifications
  • Education: High school diploma or equivalent, some Bachelor's or Associate's work preferred.
  • Experience: Two years customer service leadership experience, 3+ years' experience preferred.
  • Skills: Proficient keyboard and computer skills, especially Microsoft Office applications, excellent written and spoken communication skills, strong problem-solving and negotiation skills, ability to identify and resolve/escalate complex problems, proven commitment to high-quality customer service, and a customer-first approach to problem-solving.
  • Time Management: Efficient time management skills to maximize the number of merchants that can be assisted while maintaining a high level of detail in notes and follow-up.
  • Independence: Ability to work independently with minimal supervision using pre-set company policies, procedures, and standards as well as contractual agreements as guidelines for interaction and activity.