Manager, Technical Customer Service
Basic Function The Manager of Customer Service will be responsible for leading day-to-day operations for Customer Service, and will also act as a point of escalation for customers. The manager Plans and directs product/technical support services and staff to provide quality support to all users seeking assistance with product usage. They will ensure reps have proper training and team is adequately staffed to meet all Service Excellence KPIs. This person will also drive process improvement and self-service initiatives as well as make recommendations or makes decisions about new or modified support services to help improve overall customer experience. Oversees the development of policies, procedures, and service standards. Implements methods to measure departmental productivity and performance. Additional responsibility includes management of a sub-team of Customer Service reps dedicated to handling escalations from Sales reps. Essential Duties and responsibilities Lead a team of Customer Service representatives providing remote support for TAA NA customers. Attract and retain top talent Ensure customers cases are managed in a timely and efficient manner Accountable for team KPIs and performance targets. Working closely with the training team, develop a full training program for new and existing services reps. Document procedures and best practices to facilitate ongoing enhancements to training program. Monitor team and individual workload and adjust if needed taking full responsibility for quality of the team's work. Build and manage a team of Customer Service representatives dedicated to support customer issues. Manage local company-budget as well as remote on-shore and off-shore customer service staff. Analyze team productivity and efficiency and make decisions on how to improve customer satisfaction and retention. Mentor and develop customer service agents and nurture an environment where every team member can excel as a problem solver and is empowered to own customer engagement and service. Ensure that established standards and protocols are followed by employees. Perform duties related to hiring, firing, performance reviews and pay reviews of employees. Identify, recommend, implement and revise business processes and policies necessary to provide and promote excellent customer service. Participate in cross-functional projects that will help scale the business and streamline customer service. Seek regular feedback from internal and external customers and peers on strategy, process, and system improvements to develop proactive solutions. Provide executive summaries and reporting on any related business activity. Respond to issues escalated from both external and internal customers to ensure timely and satisfactory resolution. Responsible for Intra- and inter-departmental coordination to ensure completion of assigned tasks. Drive departmental results. Compile data from different sources and analyze. Identify and document trends regarding reoccurring issues Oversee customer issues and ensure effective and long-term problem resolution. Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Other Duties Other duties as assigned. Job
Qualifications Education:
Bachelor's degree preferred
Experience:
7
years of experience in leading customer service teams Experience with Service Cloud (Salesforce) and call center phone management systems. Other Knowledge, Skills, Abilities or Certifications:
(First list requirements, followed by preferences.) Demonstrated ability to prioritize and manage multiple tasks and prioritize in a high-pressure environment with moderate supervision. Strong analytical skills and a natural predisposition toward data-driven decision making. Ideal candidate should be able to make reasoned decisions when presented with imperfect data. Hands-on approach to problem solving and focus on detail. Ability to work with others in a collaborative team environment. Strong interpersonal, verbal, and written communication skills, with the ability to present effectively in front of peers and senior leadership Intermediate-to-Expert Microsoft Office suite experience is required. Thrives in a fast-paced environment. Awareness of the larger business conditions that will impact day-to-day work. Articulates complex and ambiguous information clearly. Ability to work constructively in a fast-paced, collaborative, matrixed team environment Strong work ethic and passion for excellence. Ability to perform job duties in accordance with standards. Ability to make decisions on project activities by factoring in varied viewpoints and impacts for optimal recommendations/results for the overall organization Demonstrated ability to work independently & meet deadlines with minimal supervision. Ability to drive departmental results Ability to compile data from different sources and analyze Ability to forecast and recommend headcount requirements Ability to work within a limited budget Ability to effectively manage change. Preferred:
Degrees in Business, Accounting or Finance, MIS, Information Technology Knowledge of tax and accounting software Knowledge of SAP or similar ERP systems Knowledge of Salesforce.com Knowledge of operations environment Experience in project management Travel requirements None Physical Demands Normal Office Environment
Salary Range:
$100K -- $150K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Qualifications Education:
Bachelor's degree preferred
Experience:
7
years of experience in leading customer service teams Experience with Service Cloud (Salesforce) and call center phone management systems. Other Knowledge, Skills, Abilities or Certifications:
(First list requirements, followed by preferences.) Demonstrated ability to prioritize and manage multiple tasks and prioritize in a high-pressure environment with moderate supervision. Strong analytical skills and a natural predisposition toward data-driven decision making. Ideal candidate should be able to make reasoned decisions when presented with imperfect data. Hands-on approach to problem solving and focus on detail. Ability to work with others in a collaborative team environment. Strong interpersonal, verbal, and written communication skills, with the ability to present effectively in front of peers and senior leadership Intermediate-to-Expert Microsoft Office suite experience is required. Thrives in a fast-paced environment. Awareness of the larger business conditions that will impact day-to-day work. Articulates complex and ambiguous information clearly. Ability to work constructively in a fast-paced, collaborative, matrixed team environment Strong work ethic and passion for excellence. Ability to perform job duties in accordance with standards. Ability to make decisions on project activities by factoring in varied viewpoints and impacts for optimal recommendations/results for the overall organization Demonstrated ability to work independently & meet deadlines with minimal supervision. Ability to drive departmental results Ability to compile data from different sources and analyze Ability to forecast and recommend headcount requirements Ability to work within a limited budget Ability to effectively manage change. Preferred:
Degrees in Business, Accounting or Finance, MIS, Information Technology Knowledge of tax and accounting software Knowledge of SAP or similar ERP systems Knowledge of Salesforce.com Knowledge of operations environment Experience in project management Travel requirements None Physical Demands Normal Office Environment
Salary Range:
$100K -- $150K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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