Customer Service Manager (Bilingual required )
The Customer Service Manager must be able to describe to internal stakeholders, individual contributors and customers how varying systems work together to deliver a service and product.
This position also requires someone with strong organizational skills, high accountability for providing superior customer service. The individual must have the ability to develop relationships quickly and to build trust and loyalty among our clients, partners, and supporting internal departments. The Customer Service Team Manager must be able to think and adapt quickly to an ever-changing environment with complicated structures.
The ideal candidate has an internal drive that will help them to continually improve our performance in running events for our customers. They will have full accountability to our customers for ensuring successful events.
- Some days, this Call center receives 100+ phone calls per day and the CSR Manager needs to be VERY hands-on to help answer phone calls and deal with escalated issues.
Responsibilities:
- Provide ongoing leadership in a multi-product Customer Support environment.
- Staff Management for 4-5 people in CSR team
- Ensure staff alignment with departmental and company imperatives, expectations, deadlines and procedures.
- Assist with identifying departmental inefficiencies and/or bottlenecks and provide solution-oriented recommendations.
- Ensure team members are receiving regular feedback as it relates to performance, expectations and career path through metric tracking.
Organizational Support
- Perform process management by identifying outdated processes and documenting new processes.
- Assist with managing, communicating and implementing coordinator activities that are impactful to the Customer Services team. Ensure any changes are integrated into daily processes.
- Identify ways to drive operational efficiencies while continuing to provide a high level of quality customer service to our customers.
- Refine internal training paths for new and existing employees to ensure comprehensive, consistent, and thorough education is taking place.
- Ensure customer satisfaction as it relates to all elements supported by Customer Services.
- Ensure proper quality controls and tests are in place for those items.
- Handle any escalated customer issues , and ensure internal escalation processes are being adhered to.
- Assist with monitoring CS Key Performance Indicators to validate department efficiency and effectiveness.
- Oversee the implementation and maintenance of CS tools
- Ensure quality case management through Salesforce or other CRM
Qualifications
Experience Required
- At least three years of management experience required, with strong preference given to candidates with management experience in customer service
- Must have at least three years of experience working in a customer service environment
Preferred: Bilingual in Spanish
Skills
- Ability to lead and advocate for a team
- Excellent customer service skills
- Excellent verbal and written communications skills
- Ability to learn new, technical concepts and products quickly
- Ability to build and maintain strong, reliable relationships
- Strong at problem-solving and attention to details
- Effective time-management, planning and organizational skills
- Aptitude to effectively prioritize and complete multiple tasks
- Capable of working collaboratively with others in a team
- Ability to think and adapt in an ever-changing environment
- Proven talent to deliver high-quality, result-based work
Education and Experience:
Bachelor degree in related field, or equivalent in experience required
Additional Information
All your information will be kept confidential according to EEO guidelines.
Bilingual candidates who are Spanish Speaking are encouraged to apply
Location: Denver office-Located in North Denver
Shift Hours: 6:30-3:30 or 7:30-4:30 M-F , no after hours or weekend work
Benefits:
Full time employees receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, Company match (3%) on 401K, and more! Our employees also receive Paid Vacation, Holidays, etc.
This position requires a drug test, background check, and reliable transportation.
Interview Process: 1. Phone Interview with Recruiter and In person meeting
Phone Screen with CSR Manager and HR Director
2. In person interview with CSR Manager, HR Director, and Management Team
Start Date: Immediate pending clear background check and drug test