Customer Service Manager

Role Overview

• Responsible for managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment.
• Sets priorities of the daily operations and achieves objectives in providing outstanding customer service.
• Manages first line supervisors that are responsible for managing a group of customer service reps that handle customer service inquiries and problems via telephone, letter, fax or email.
• Monitors the team’s performance on a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies.
• Develops and monitors the application of operating systems including policies and procedures, operating structure and information flow.
• Ensures work production volume meets product/service standards and exceeds quality standards.
• May develop business plan for team operations including budget development.
• Ensures appropriate staffing levels are met.
• Provides reports to management on department performance and metrics.
• Approves HR activities including hiring, training/development and evaluating staff performance.
• Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 5-7 years of experience in customer service
• 3-5 years demonstrated management experience in technical title, escrow or mortgage operations
• Demonstrated success establishing, leading and maintaining effective working relationships at the Department Management level
• Successful track record designing, developing, and executing complex projects in area of functional expertise.
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units.
• Adeptness to influence the thinking of, or gain acceptance from others in sensitive situations, using influence and preventing damage to the relationships.
• Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals.
• Provides resources and creates systems to measure results.
• Familiar with competitor, financial and industry dynamics.
• Actively recruits, retains and develops talent and holds employees accountable for results.
• Leads change, manages conflict and fosters collaboration.
• Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
• Provides others with reliable information and delivers informative and persuasive presentations.
• Uses good listening skills and negotiates effectively.
• Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
• High level of business acumen, strategic agility, ability to develop others, and influence change.

Benefits

• Medical
• Dental
• Vision
• 401k
• PTO/paid sick leave
• Employee stock purchase plan