Customer Service Manager
Customer Service Manager
Customer Service El Segundo, California
Description
A cutting-edge marketing and consumer insights platform, Prodege (pro-d-ge) leverages its global audience of reward program members to power its business solutions.
These innovative offerings enable leading brands and agencies to gather insights and market to their target audiences. Through deep consumer profiling, our partners can more effectively acquire new customers, boost engagement, increase revenue and drive brand loyalty and product adoption.
As an organization, we go the extra mile to Create Rewarding Moments every day for our partners, consumers, and team. Come join us today!
We are currently seeking a Customer Service Manager to lead our customer service team. We're looking for a Customer Service superstar that is flexible, adaptable and can think quickly on their feet.
Additionally, you will :
- Review and assess customer service communication internally and externally
- Develop and implement customer service policies and procedures
- Oversee customer service metrics and ensure goals are met daily
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the team
- Ensure the necessary resources and tools are available for quality customer service
- Review customer complaints with BBB / BCA
- Handle escalated customer service issues
- Review and update knowledge-base to represent current product information
- Monitor accuracy of reporting and analyzing metrics
- Identify and implement strategies to improve quality of service and productivity
- Coordinate and manage customer service projects and initiatives
- Evaluate staff performance and introduce training on an on-going basis
Skills and qualifications :
- 3+ years of relevant experience in Customer Service and supervisory experience
- In-depth knowledge of Customer Service principles and practices
- Proficiency in CRM systems (Zendesk, Salesforce, etc.)
- Proficiency in MS Office applications
- Strong organizational and time management skills
- Excellent communication skills both verbal and written
- Thorough data analysis skills with attention to detail
- Excellent presentation skills
While this is a hybrid role, the Customer Service team is expected to work in our El Segundo office twice a week. Apply Later Share
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