Customer Service Manager

Description

Customer Service Manager performs day-to-day tasks within the customer service department and provides supervision, leadership and support to customer service representatives within the team. Primary responsibilities include, but are not limited to:

Customer Service Representative Duties:

• Answers phone calls, voicemail and emails in a fast-paced environment
• Receives walk-in visitors and addresses issues/inquiries for resolution or refers to the appropriate department or individual.
• Receives payment of assessments and issue receipts.
• Sort, digitize, file, and distribute incoming mail, email and invoices to the appropriate department or individual.
• Provide general administrative support to office staff as needed.
• Perform all other office/work functions as deemed necessary.

Customer Service Manager:

• Serve as the Customer Service Manager and provide direction, consultation, and support for Customer Service Representatives.
• Provide Customer Service training to new employees and ongoing training to current Customer Service Representatives.
• Create processes and procedures for Customer Service functions.
• Assist with client onboarding and offboarding processes related to customer service.
• Address escalated customer issues.
• Track Customer Service Department KPIs.
• Training/refreshing representatives on Customer Service SOP’s
• Managing assignment of Zendesk tickets to Customer Service Representatives
• Continuous effort to review and improve Customer Service processes.
• Supervise mail processes.
• Other Customer Service-related duties as assigned.

Requirements

Job Requirements:

• A professional demeanor and helpful attitude along with a desire to learn and work in a team environment
• Staff management abilities
• High level of organizational and time management skills
• High level conflict resolution abilities
• Exceptional communication skills, both written and verbal
• Punctuality, dependability, and attendance per working schedule required
• Prior experience in answering phone calls and greeting walk-ins desired
• Ability to multi-task, and prioritize multiple projects simultaneously in a fast-paced environment
• Extensive computer skills -- MUST be proficient in Microsoft Office Suite programs, and be capable of learning various other proprietary applications
• Typing speed of 40 wpm and higher
• Operation of general office equipment (printers, copier, scanner, fax, mail machine, postage meter, etc.)
• Physical ability to lift 30 lbs, repetitive bending/reaching, use stairs to go to the 2nd floor and perform tasks specified in this job description.

Benefits:

• Personal Time Off (PTO) starting with 2 weeks increasing to 4 weeks based on tenure (full time).
• Days off during designated federal holidays per employee handbook, currently 10 (full time).
• Sick leave
• Family leave
• Mileage reimbursement per IRS authorized rate when travelling on business
• Christmas bonus based on your performance and company financial position
• Medical insurance (group policy with 75% coverage by company) upon completion of trial period
• Dental/Vision insurance (group policy with 75% coverage by company) upon completion of trial period
• Life Insurance (group policy with 100% coverage by company) upon completion of trial period
• 401(k) policy (group policy with up to 3% match by company) upon completion of trial period.