Customer Service Manager

Connect has partnered with our client seeking a Customer Service Manager!Title: Customer Service ManagerPay: $60K - $70KSchedule: M-F 8am - 5pmLocation: (RIVERDALE + EAST HOLMES)Position Type: Direct HireBenefits: Medical, Dental, Vision, 401k, PTO.Direct Reports (if any): 6 csr'sPosition Scope: The primary responsibilities will be to supervise the daily ac vi es of the 6 customer service representatives in two locations. Our goal is to make be er use of technology and well documented procedures to move the department from a focus on data entry to a focus on high-level customer service, eventually transitioning to sales support. The ideal candidate must be highly organized, reliable, and results driven, and comfortable with the use of technology and analytical thinking.Responsibilities:● Establish effective processes and procedures and document the procedures in a clear way that can be incorporated into a process/training manual.● Develop objectives for the Customer Service with the understanding that the department will transition to a more sales-oriented department.● Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)● Collect and analyze Customer Service statistics.● Hire, coach and provide training to personnel to maintain high customer service standards● Monitor and improve ordering, telephone handling and other procedures● Identify and evaluate performance with key metrics (accuracy, call-waiting me etc.)● Prepare performance related reports for different departments and managementRequirements:● Proven experience in Customer Service Management or similar management position.● Knowledge of performance evaluation and customer service metrics● A basic understanding of financial analysis (cost-effectiveness, cost-benefit etc.)● Proficient in MS Office● Outstanding communication and interpersonal skills● Excellent organizational and leadership skills with a problem-solving ability● Positive attitude is a must.● Bachelor's degree in Business Administration, Marketing, or related field.

Created: 2025-02-25