Position Title: Customer Service Manager
Description:
- The Customer Service Manager is responsible for managing a fast-paced call center, providing effective leadership and development of call center teams, and ensuring that staff focuses on creating relationships. They coach and mentor staff on understanding the customer, identifying specific needs, solving problems quickly, and processing new registrations effectively.
- They supervise department activities to provide a positive response to member service needs and ensure appropriate levels of staffing to accommodate call center volume.
- The Customer Service Manager contributes customer service information and recommendations to strategic plans.
- They review and implement standards and policies, redesign processes, and improve customer service quality results.
- The Customer Service Manager is accountable for ensuring the highest level of customer satisfaction.
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