Description Job: Fulltime with Benefits

Salary: $45,000- $55,000

Onsite-5 days a week

Leading regional firm is expanding and has an opening for a Customer Service Manager.

Responsibilities

• The Customer Service Supervisor will work in alignment with the department manager to foster an environment of World Class Service by overseeing and assessing staff activities to achieve optimal service level objectives.

• This person will serve as a training resource for the department, assist in monitoring the department’s daily work and the overall quality of the CSR’s phone calls

• The Customer Service Supervisor should be keen on identifying performance opportunities and training needs for all staff with an eye for continuous improvement.

• The supervisor will take part in hiring, training, and CSR development.

• Evaluates, coaches, and leads CSR’S in accordance with customer service processes and procedures.

• Assist the Customer Service Manager to manage and lead the Customer Service Department

• permanent, train, coach, and lead CRSs.

• Train new CSRs on the systems, policies, processes, and procedures

• Perform real time monitoring of call queues, ensuring high level service and responding to unfavorable call trends.

• Monitor the amount of time that CSRs are offline each hour and maximize desirable ASA trends•

• Handle and resolve escalated calls to reasonable conclusions.

• Answer staff questions, provide direction, diffuse situations and handle issues that cannot be fielded by staff

• Provide weekly reports to management on customer service metrics with recommended actions

• Maintain the customer service team schedule, attendance records, and assist in payroll.

• Conduct quality call audits and provide feedback to CSRs.

• Ensure staff members are achieving desired service levels requirements, inspire/motivate staff, and initiate performance management steps when needed

• Prepare reports by analyzing call center data to improve processes.

• Performs additional duties or special projects as assigned

Qualifications

• 5 years of Customer Service supervisory experience

• Working experience with Microsoft-Office (advanced Microsoft Excel skills -pivot tables, charts, data validation)

• IVR management skills

• CCaaS experience management skills

• Excellent written and verbal communication skills

• Successful passing of a Drug and Background Screen is conditional for an offer. Requirements CRM, Microsoft Excel, Microsoft Office Suites, Microsoft Outlook, Microsoft Word, About Time, Complaint Handling, C-Suite, Call Center Customer Service, Customer Service, Customer service software, Resolve Customer Service, Superior Customer Service, Answering Inbound Calls, Call Center, Call Center Metrics, High Volume Call Center, Complaint Resolution, Complaint Investigations, Addressing Complaints, Consumer Complaints, Resolve Customer Complaints, De-Escalation, Verbal De-Escalation

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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