Job Description

As the Manager – Customer Service, you will manage a team responsible for ensuring customer service levels are met or exceeded. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. You will monitor and measure service metrics and utilize the data to develop standards, improvements, or changes to processes in addition to making recommendations for changes to products or services based on customer feedback and requests. You will have overall responsibility for ensuring department goals are successfully met or exceeded.

Responsibilities:

  • Ensures compliance to policies and procedures.
  • Develops and monitors appropriate measures for customer service performance, which may include service level, order entry accuracy, calls abandoned, average talk time, occupancy, and productivity.
  • Manages people and processes to ensure customer interaction is handled correctl...

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