Customer Service Operations Manager
4 weeks ago
Chivari LLC is seeking a seasoned Customer Service Operations Manager to lead our customer support team in Hialeah, FL. The ideal candidate will possess excellent leadership skills, a passion for delivering exceptional customer experiences, and a strong understanding of customer service operations.
Key Responsibilities- Supervise and support a team of customer service representatives, ensuring they provide prompt and effective assistance to customers.
- Handle escalated customer inquiries and complaints, utilizing problem-solving skills to resolve issues promptly and to the satisfaction of the customer.
- Implement training programs to equip customer service representatives with the skills and knowledge needed to excel in their roles.
- Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies to improve performance.
- Identify areas for process improvement within the customer service department and implement solutions to enhance efficiency and effectiveness.
- Collaborate with other departments, such as sales, marketing, and product development, to ensure alignment on customer needs and priorities.
- Conduct quality assurance assessments to ensure consistency and accuracy in customer interactions and adherence to company policies and procedures.
- Prepare regular reports on customer service performance and key metrics for management review.
- Bachelor's degree in business administration or a related field (preferred).
- Proven experience in a customer service management role, with a track record of success in leading teams and delivering exceptional customer experiences.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team to achieve goals.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in customer service software and tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Since 2007, Chivari LLC's mission has been to delight customers at every interaction and on every order. We will provide the best quality product and customer service in the universe. We will work tirelessly to exceed customer expectations for superior products and service at the greatest value. Chivari LLC will act only with the highest ethical standards and operate a diverse Best Place to Work environment with advancement opportunities for all our employees.
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