Call Center Operations Manager

Customer Success Manager

Our Customer Success Manager leads and empowers our Customer Success Representatives (CSR’s) and Dispatch Success Representatives (DSR's) to build long-lasting relationships, maintain and expand the customer base, and meet company goals through delivering exceptional service to all they interact with.

Objective : To make every customer an advocate of the company; a customer who will speak highly of the services and recommend them to family, friends, and neighbors.

All staff members are responsible for building and maintaining strong, long-lasting customer relationships where customers’ needs and expectations are met each and every time they interact with the company.

Essential Functions :

• Provide guidance and leadership for team members to achieve effective communication, problem solving, and efficient processes.
• Recruit, develop, train, and mentor existing and new CSR’s / DSR's in superior customer service for both internal and external customers.
• Hold bi-weekly CSR meetings to facilitate team building and open dialogue.
• Attend and participate in monthly department meetings, focusing on staff development and customer service refinement suggestions such as script modifications / additions.
• Coordinate and train company personnel, including support, service, and management staff, to meet performance objectives and customers’ expectations.
• Identify new opportunities with existing clients through up-selling and cross-selling.
• Manage and resolve all conflicts with clients in a timely, efficient manner.
• Make periodic follow-up calls to customers to measure satisfaction and gather feedback.
• Communicate customer issues and concerns to all applicable internal staff members.
• Responsible for staff scheduling including work assignments / rotations, training, vacations, employee breaks, overtime assignments, and shift rotations.
• Review daily work orders for further development and training of CSR staff.
• Review recorded customer interactions for training opportunities.
• Determine when a customer’s needs require escalation.
• Document all contact, actions, and responses in customer notes.
• Maintain working knowledge of products and / or services.
• Establish productive, professional relationships with key account personnel.
• Prepare reports and correspondence as needed.
• Exhibit exemplary customer service at all times.
• Perform other duties as assigned by Executive Management.

Qualifications :

• Minimum of five years’ related experience and / or training in customer service within a service industry, or equivalent combination of education and experience.
• Knowledge of the industry is recommended but not required.
• High School Diploma or Equivalent.
• Proficient computer skills including Microsoft Outlook, Word, and Excel, as well as standard office equipment such as printer, scanner, copier, and fax machines.
• Ability to multi-task and be well-organized; able to manage priorities and workflow.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Commitment to excellence and high standards.
• Ability to work independently and as a team member.
• Ability to understand and follow written and verbal instructions.
• Acute attention to detail.
• Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
• Ability to perform diversified clerical functions.
• Ability to effectively communicate with people at all levels and from various backgrounds.
5 days ago