The Customer Service Manager is responsible for the overall performance of the Customer Service Department.
Customer Service Manager Duties and Responsibilities:
-Responsible for the overall performance of the Customer Service Department.
-Manage and train Customer Service Associates.
-On-board and train new associates.
-Set goals and ensure associates meet them on a consistent basis.
-Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
-Communicates job expectations to associates.
-Enforces company policies and procedures.
-Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
-Prepares and completes actions plans.
-Implements production, productivity, quality, and customer-service standards.
-Reports and analyzes metrics.
-Identifies customer service trends and determines system improvements.
-Meets customer service financial objectives by forecasting requirements.
-Analyzes variance and initiates corrective actions.
-Improves quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
-Deal with employee issues, consequences, advisories and warnings.
-Detects and diagnoses network problems.
-Updates job knowledge by identifying and participating in educational opportunities.
-Reporting Directly to Founder ( Possibility of Growth within Company)
-60-70 Call Per Rep / Per Day As of the Moment.)
Customer Service Manager Qualifications and Skills:
Customer service skills
Strong decision-making skills
Handle Intermediate Excel ( Open To Training.)
IP Phone Software Knowledge
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