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Customer Support Operations Leader

2 months ago

Colorado Springs, Colorado, United States Roll Off Solutions LLC Full time
Job Overview

Position: Customer Service Manager - Office Manager

Company: Roll Off Solutions LLC

Work Environment: On-site

Compensation: $60,000 - $70,000 annually, commensurate with experience and qualifications

Role Summary: The Customer Service Manager/Office Manager will be responsible for directing 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 ideal candidate will possess robust leadership capabilities, a customer-focused mindset, and a successful history in leading customer service teams.

Core Responsibilities:

  1. Leadership and Team Development:
    • Recruit, train, and oversee customer service representatives.
    • Conduct regular performance assessments and provide constructive feedback.
    • Encourage a positive and efficient workplace culture.
  2. Customer Service Management:
    • Supervise daily operations of the customer service division.
    • Ensure prompt and effective resolution of customer inquiries and issues.
    • Track and evaluate customer service metrics to pinpoint areas for enhancement.
  3. 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 insights.
  4. Process Optimization:
    • Identify and apply best practices to boost 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.
  5. Reporting and Insights:
    • Prepare and present regular reports on customer service performance to upper management.
    • Analyze trends and data to inform decisions and recommendations.
    • Utilize customer feedback to drive ongoing improvement initiatives.
  6. 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.
  • Exceptional 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.