Customer Service Operations Manager

4 days ago


Gallatin, Tennessee, United States Servpro Industries, LLC Full time
About the Role:
As a Customer Service Operations Manager at Servpro Industries, LLC, you will play a critical role in leading our contact center team to deliver exceptional customer experiences. With over 50 years of experience in fire and water cleanup and restoration services, we are a trusted leader in our industry.

The ideal candidate will have 7+ years of successful experience in contact center management, preferably in property insurance or home services. Franchise experience is a plus. Business Process Outsourcing (BPO) services are also desirable.

Key Responsibilities:
• Oversee a diverse team of professionals responsible for providing exceptional customer service to customers in need of Servpro services, as well as the Servpro franchise community.
• Lead training, coaching, engagement, retention, and recognition initiatives for Customer Care Center Team Members to support organizational growth.
• Partner with Operations, Marketing, Sales, IT, and other departments to drive innovation in the customer experience and sales channels.
• Develop and manage budget for Customer Care Center, focusing on controlling costs through process efficiency improvements.
• Perform to operational goals, processes, and Customer Care Center SLAs regarding the performance of the organization to optimize customer satisfaction and the customer experience.

Requirements:
• Leadership experience, proven ability to coach and develop others, provide feedback, and actively listen.
• Collaborative, works collaboratively with the team and business partners to overcome challenges and achieve shared goals.
• Advanced data acumen, tracks, analyzes, and reports performance data, taking action to achieve performance goals and objectives.
• Excellent communication skills, strong verbal and written communication skills, ability to deliver professional presentations confidently to all levels of leadership.
• Proficiency with Microsoft Office products required.
• Strategic thinking with tactical execution ability, proven experience defining and driving successful implementation of improvements through process re-engineering and incorporation of tools and technology.
• Advanced experience with IVR, workforce management, telephony, and other call center software systems. Familiarity with emerging contact center technologies and AI desired.

What We Offer:
We offer a competitive salary of $90,000 - $110,000 per year, depending on experience, plus excellent benefits, including health benefits, 401(k), company profit sharing plan, generous paid time-off, paid holidays, paid parental leave, company-paid mental health benefit, two free on-site fitness rooms, employee assistance program, employee resource groups, personal and professional development program, and more.

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