Manager-Customer Service
About The Position
This position requires office presence of 5 days per week and is only located in the location(s) posted. Overall Purpose: Oversee and guide customer service operations via chat, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance. Job Contribution: Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Typically leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates.
Requirements
- Bachelor’s degree (BS/BA) desired.
- 3+ years of related experience.
Responsibilities
- Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance.
- Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures.
- Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies.
- Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met.
- Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
