The Customer Service Manager performs a variety of duties to ensure that Customer Service Representatives perform at optimal efficiency. The Manager monitors phone calls and audits files to verify that Customer Service Representatives are working in accordance with the Company rules, regulations and expectations. The Manager works with the Call Center leadership to implement training and performance objectives, maintains a presence on Call Center floor to assist with escalations, complaints, and technology concerns.
Essential Duties and Responsibilities:
- Supervise, support, and train Customer Service Representatives to achieve performance goals
- Review employee performance / quality assurance scores determine training needs, schedule training sessions, and influence behavior change.
- Monitor inbound calls to improve the quality, minimize errors, and track operative performance.
- Provide product / service information to Customer Service Representatives
- Provide feedback to Call Center leadership to improve the customer experience
- Handling escalated complicated customer questions or complaints.
- Support Call Center operations by filling in as a Customer Service Representative as needed
- Assist in preparation of reports and analysis of Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Qualifications and Requirements:
- High School diploma or GED required, Bachelor’s degree preferred
- Strong command of MS Office programs, average 50 WPM required
- Salesforce or other CRM software experience preferred
- Experience with EHR strongly preferred
- Minimum 2 years of front-line high-volume call center experience required, one year of supervisor experience preferred
- Organized and detail-oriented
- Proven track record: building collaborative, positive working relationships with teammates and other stakeholders, strong interpersonal skills, and the ability to deescalate conflict.
- Bilingual (Spanish/English) a plus
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Frequent typing and viewing of computer screen
- Frequent use of hand and fingers with machines, such as computer, copier, fax machine, scanner and telephone
- Frequent hearing, listening and speaking by telephone and in person
- Occasionally required to stand, walk, reach with hands and arms, stoop or bend
Work Environment:
The work environment described here are representative of those that an employee encounters white performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work indoors in temperature-controlled environment
- The noise level is usually moderate
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Experience level:
Weekly day range:
Work Location: In person