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Customer Service Operations Manager

2 months ago

Fort Lee, New Jersey, United States MyRegistry Full time
Qualifications
Proven experience as a Customer Service Operations Manager or in a comparable position, demonstrating a solid history of leading customer service teams and enhancing customer satisfaction.
Comprehensive understanding of customer service principles, methodologies, and best practices.
Strong analytical and decision-making abilities, adept at managing intricate customer issues and resolving disputes.
Outstanding leadership capabilities, with the ability to inspire and guide a team towards achieving objectives and delivering exceptional customer experiences.
Excellent communication and interpersonal skills, enabling effective interaction with customers, team members, and stakeholders at all levels.
Proficient in utilizing customer service software, CRM systems, and other relevant tools.
Possesses a data-driven mindset, capable of analyzing data, identifying trends, and making informed decisions to improve customer service performance.
Exceptional organizational and time management skills, with the capacity to prioritize and manage multiple tasks and deadlines.
A customer-centric approach with a commitment to providing outstanding customer satisfaction.

Responsibilities
This role is crucial in shaping the customer experience, as it requires an understanding that exceptional service transcends mere issue resolution.
You will serve as a leader, mentor, and problem-solver, all in one.
Your responsibilities will include overseeing our customer service team and ensuring they provide exemplary service that not only addresses issues but also fosters customer loyalty.
Your ability to cultivate strong relationships with customers, your team, and across the organization will be vital to your success.
Develop and implement customer service strategies, policies, and procedures to guarantee efficient and effective service delivery.
Manage and supervise a team of customer service representatives, including recruitment, training, coaching, and performance management.
Establish performance goals and objectives for the customer service team, monitor performance metrics, and provide regular feedback and recognition.
Promote a customer-focused culture within the team, emphasizing the significance of delivering outstanding customer experiences.
Address escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
Collaborate with cross-functional teams, such as sales, marketing, and operations, to enhance processes and improve the customer experience.
Conduct regular quality assurance evaluations of customer interactions and provide feedback and coaching to the team for continuous improvement.
Analyze customer feedback and data to identify trends, issues, and areas for enhancement, and implement appropriate actions.
Prepare and present reports on customer service performance, including key metrics, trends, and improvement initiatives, to senior management.
Facilitate bi-weekly meetings to update the team with new information, fostering collaboration and listening to their input to help motivate team members.
Approve regular payroll submissions for the team.

Benefits
Salary: $60,000.00 Based on Experience
Paid Time Off
401-K
Medical, Dental & Vision Insurance

We are seeking a dynamic Customer Service Operations Manager who can help us transform every special occasion into an unforgettable experience.

About the Company:
MyRegistry is the premier destination for Universal Gift Registry services, empowering hundreds of thousands of users to create a centralized registry for Weddings, Baby Showers, Birthdays, Graduations, Housewarmings, Holidays, and much more.