Manager – Customer Service

Role Overview

• Provide leadership to a customer service team
• Be responsible for implementing and maintaining appropriate policies and procedures
• Assist in planning for adequate staff levels
• Provide general work direction and team development/coaching
• Lead client service projects or initiatives
• Be accountable for meeting client service and accuracy standards/metrics
• Serve as a key resource for internal partners on customer service projects and initiatives
• Provide leadership in resolution of complex and high-priority service issues
• Take key responsibility for auditing and other quality assurance methods
• Mentor and coach other leaders in team development and process knowledge
• Provide leadership and coaching for direct reports

Requirements

• Education: High school or GED
• Experience: 5-7 years of relevant experience
• Extensive experience on a customer service team
• Strong working knowledge of customer service processes, policies, techniques and applicable regulations
• Proven ability to work effectively with internal and external partners at all levels
• Demonstrated people leadership experience, either through direct leadership or coaching/mentoring roles
• Strong communication skills, including ability to explain complex issues in an understandable manner
• Demonstrated ability to prioritize work and deliver business results

Benefits

• health, dental and life insurances
• vacation time
• sick time
• 401(k)
• pay-for-performance compensation philosophy
• potential for variable pay in the form of bonuses, commissions, and/or long-term incentives