Description

We are offering a contract to hire employment opportunity in Lexington, Kentucky, for a highly organized and detail-oriented Customer Service Manager to join our team. This role is within the non-profit industry and is based in a dynamic and fast-paced environment. The primary function of this role is to manage customer service operations and ensure the provision of excellent customer service. Prior customer service management or team lead experience is ideal! Apply today!

Responsibilities:

• Develop and maintain relationships with key stakeholders to promote the company's mission and revenue development.

• Lead and implement strategic visions for the company in coordination with senior management.

• Allocate company resources effectively, particularly in relation to service integration.

• Drive the integration of customer service into all company programming, initiatives, and partnerships.

• Oversee the negotiations and agreements of program-related service contracts.

• Evaluate performance periodically and present reports to various stakeholders on relevant metrics.

• Ensure compliance standards and reporting are met for contracts and sponsorships.

• Oversee all necessary accreditation of programs and professional training for staff and partners.

• Transform the customer service program into a profitable internal program through partnerships and marketing skills.

• Manage team performance by setting expectations and performance standards.

• Oversee daily operations by implementing policies and procedures that ensure delivery of high-quality customer service.

• Continually improve operational efficiency of service integration initiatives, revising policies, procedures, systems, etc., to create additional efficiencies.

• Direct monitoring and evaluation efforts for all service integration functions and respond to requests for information from executive staff.

• Oversee implementation of customer service related activities in other departmental and organizational function areas.

• Lead branding and marketing efforts related to customer service operations.

• Represent the company at meetings, events, presentations, and other such activities as requested or required.

Requirements • Proficient in the use of CRM and ERP Solutions for customer management

• Familiar with IBM AS/400 system operations

• Capable of using Microsoft Excel for data analysis and reporting

• Experience in managing a Call Center and understanding of Call Center Metrics

• Proven ability in Complaint Handling and resolving customer issues

• Ability to implement and maintain a Management System for efficient operations

• Familiarity with Call Center Customer Service best practices

• Proven track record in Client management and building strong customer relationships.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

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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