Customer Success Team Lead
4 weeks ago
Customer Success Manager
At Equahire, we're seeking a skilled Customer Success Manager to lead our team of Customer Success Representatives (CSRs) and Dispatch Success Representatives (DSRs). This role is responsible for building long-lasting relationships with our customers, expanding our customer base, and meeting company goals through exceptional service delivery.
Key Responsibilities:
- Provide guidance and leadership to team members to achieve effective communication, problem-solving, and efficient processes.
- Recruit, develop, train, and mentor CSRs/DSRs in superior customer service for internal and external customers.
- Hold bi-weekly team meetings to foster team building and open dialogue.
- Attend and participate in monthly department meetings to discuss staff development and customer service refinement suggestions.
- Coordinate and train company personnel to meet performance objectives and customer expectations.
- Identify new opportunities with existing clients through up-selling and cross-selling.
- Manage and resolve conflicts with clients in a timely and efficient manner.
- Make periodic follow-up calls to customers to measure satisfaction and gather feedback.
- Communicate customer issues and concerns to internal staff members.
- Responsible for staff scheduling, including work assignments, training, vacations, employee breaks, overtime assignments, and shift rotations.
- Review daily work orders for further development and training of CSR staff.
- Review recorded customer interactions for training opportunities.
- Determine when a customer's needs require escalation.
- Document all contact, actions, and responses in customer notes.
- Maintain a working knowledge of products and/or services.
- Establish productive relationships with key account personnel.
- Prepare reports and correspondence as needed.
- Exhibit exemplary customer service at all times.
Requirements:
- Minimum of five years' related experience and/or training in customer service within a service industry, or equivalent combination of education and experience.
- Knowledge of the industry is recommended but not required.
- High School Diploma or Equivalent.
- Proficient computer skills, including Microsoft Outlook, Word, and Excel, as well as standard office equipment.
- Ability to multi-task and be well-organized; able to manage priorities and workflow.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Commitment to excellence and high standards.
- Ability to work independently and as a team member.
- Ability to understand and follow written and verbal instructions.
- Acute attention to detail.
- Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
- Ability to perform diversified clerical functions.
- Ability to effectively communicate with people at all levels and from various backgrounds.
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