Customer Service Manager Lead

4 weeks ago


Phoenix, Arizona, United States Wells Fargo Full time
Job Summary

As a Customer Service Associate Manager at Wells Fargo, you will oversee a team of Customer Service Representatives, ensuring timely and quality resolution of customer inquiries, complaints, and disputes. Your expertise will be instrumental in identifying opportunities for process improvements and implementing effective solutions to enhance customer satisfaction and loyalty.

Key Responsibilities
  • Supervise and mentor Customer Service Representatives to ensure they meet performance expectations and provide excellent customer service.
  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
  • Collaborate with cross-functional teams to resolve complex customer issues and implement process improvements.
  • Monitor and analyze customer feedback and metrics to identify areas for improvement.
  • Stay up-to-date with industry trends and best practices in customer service to ensure the team remains competitive and effective.
Requirements
  • Proven experience in customer service management, preferably in a financial services industry.
  • Strong leadership and communication skills, with the ability to motivate and develop a high-performing team.
  • Excellent problem-solving and analytical skills, with the ability to identify and implement process improvements.
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
  • Strong attention to detail and organizational skills, with the ability to manage multiple projects and priorities.


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