Customer Service Representative Manager
Experience Level : Mid
The Customer Service Representative Manager is a member of the Member Solutions team and reports to the Senior Manager of Member Solutions.
Customer Service Representative Managers (known internally as Member Solutions Managers) lead a team of high performing professionals who act as front-line relationship managers to GLG Network Members, a network of business and investment leaders that are driving industry decisions throughout the world.
Customer Service Representative Managers are self-starters, collaborative and driven. They are always striving to further streamline the experience of our Network Members, both in terms of technology platform and interpersonal interactions, driving key strategic initiatives and ensuring superior service.
Specific responsibilities include (but are not limited to) :
- Manage and lead a team of customer service representatives (known internally as Member Solutions Associates)
- Conduct regularly scheduled individual meetings provide regular performance feedback, quality checks, coaching and quarterly reviews and create personal development plans
- Grow and develop the team by participating and conducting interviews for team candidates
- Train and mentor team members to ensure excellence in Network Member service, communication skills and compliance
- Motivate and maintain high morale of team members by creative and innovative means
- Help to develop or update team goals, policies and procedures
- Monitor and analyze reports (daily, weekly, and monthly) to enhance team efficiency
An ideal candidate will have the following :
- 2-3 years experience in a customer-facing role
- Demonstrated success managing direct reports is a plus; desire to mentor and manage employees is required
- Demonstrated commitment, judgment, emotional maturity, and intensity, ideally in a fast-paced, multi-task-oriented environment
- Passion for solving complex problems and executing best-in-class customer service
- Demonstrated fluency in using technology tools to improve effectiveness and increase efficiency
- Strong communication, presentation, and interpersonal skills
- A demonstrated ability to work effectively across teams and business units to achieve success
- Proven proficiency with Microsoft Office programs (including Excel and Outlook) and other database and technology tools are required
Candidates for this position must have a clear track record of excellence in several categories, including :
- Leadership
- A demonstrated ability to understand people and communicate clearly
- Resilience / strength of character : the willingness to take risks and overcome failures
- Teamwork and professionalism
About GLG / Gerson Lehrman Group
GLG is the worlds insight network. Our clients rely on GLGs global team to connect with powerful insight across fields from our network of approximately 1 million experts (and the hundreds of new experts we recruit every day).
We serve thousands of the worlds best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions.
We connect our clients to the worlds largest and most varied source of first-hand expertise, including executives, scientists, academics, former public-sector leaders, and the foremost subject matter specialists.
GLGs industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards.
Our compliance standards are a major competitive differentiator and key component of the companys culture.
To learn more, visit .
Gerson Lehrman Group, Inc. (GLG) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
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