JOB TITLE: Customer Service Manager

REPORTS TO: Vice President of Strategic Development

OVERVIEW OF ROLE: To ensure the customer is always serviced first by creating, implementing, measuring and managing standardized customer service systems and by creating and ensuring the appropriate levels of customer advocacy exist throughout the entire company.  To foster the right environment within the company for customer advocacy to flourish.

DUTIES AND RESPONSIBILITIES:

Customer Care Center Management

• Identifies, establishes and communicates key operational needs of the Customer Care Center.
• Schedules staffing based on Customer Service Hours of Operation.
• Manage all scheduled paid time off and sick and safe leave.
• Create an environment that will foster an open honest communication and positive working relationships within the Contact Center.
• Assesses and maintains the effectiveness and efficiency of each Customer Service Representative.
• Translates and creates necessary operational process to maintain customer loyalty.
• Work with CS Management team to produce high productive output and morale.
• Establishes and maintains service levels, response time, abandoned levels and work time within the Contact Center.

Team Management

• Manage the workflow of the department which is to include, monitoring of accounts, chat, call queue,
• Coordinate and delegate the work of sharepoint, company-wide phone directories, and other communications necessary to all Ward personnel.
• Work with the operations team to support them when needed on a clerical front or back office functions to keep workflow processes moving to satisfy the customer.
• Conduct yearly performance reviews and training needs of the CSR. 
• Constructively address poor performance while adhering to performance management process.
• Works with the VP on yearly budget, staffing needs and technology.
• Works directly with the management team regarding maintaining responsiblility for high level customers and any necessary support for the Corporate Account Executive and the Logistic Solution Managers.
• Foster an atmosphere that motivates and encourages high performance, recognize and reward excellence of individuals and team to meet performance goals.
• Identify and deploy technologies and processes that improve the customer experience.

Training & Development

• Implement and maintain an effective call monitoring and coaching process.
• Work with the department trainer on developing training material for new and existing CSR.
• Work with the CS Team Analyst on any new process or requirements that are needed to support the customer.
• Create plans for future career development for existing team to develop to achieve their fullest potential.

REQUIREMENTS:

• Must be creative and have the ability to visualize the “big picture” in relation to company’s desire to improve the customer experience.
• Must possess excellent verbal and written communication skills with the ability to foster open, two-way communications.
• Must possess the ability to create/design a project from start to finish and provide written documentation.
• Must possess the ability to effectively make group presentations as well as effectively work one-on-one with employees for training and coaching. 
• Must be customer focused with good people skills. 
• Must be highly organized with the ability to set, manage and meet deadlines.
• Proficient computer knowledge, including word processing, spreadsheet skills and power point, is essential.
• Ability to work hours as required.

While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed.